SUSESO Improves Customer Experience and Efficiency with Nutanix

Nutanix supports the Chilean supervisory institution with hyperconverged infrastructure that helps improve their availability for customers across the country

Overview

Superintendencia de Seguridad Social (SUSESO) is a supervisory institution in Chile that is in charge of supervising compliance with social security regulations and guaranteeing respect for the rights of people, especially workers, pensioners, and their families. As SUSESO moved from handling paper files to electronic ones in an effort to improve the technological capabilities of their customer offerings, they found themselves limited by their existing storage and processing capacity. The organization was seeking a solution that would elevate their IT infrastructure and help them achieve their high availability standards. With Nutanix hyperconverged infrastructure and related solutions, SUSESO can offer better customer service to their beneficiaries through less wait time and increased availability. The solution has provided 75% faster delivery time for customers, increased availability, and ease of scalability.

Key Results

Challenge

With approximately 300 employees and a national presence across Chile, being early adopters of new, innovative technologies that are utilized by reputable companies across the globe is a key part of SUSESO’s mission to more efficiently serve their customers. SUSESO’s Technology and Operations Department provides support to all of their operations, and is purely focused on the business aspects of technology rather than providing technical support.

“Everything we do has a very significant social impact, and that’s why our efforts are always focused on achieving perfection,” explains Luis Andrés Báez Arribada, Head of the Technology and Operations Department, of SUSESO’s main concern. “We are as careful as possible in properly and efficiently delivering benefits to all of our customers who are entitled to them. There are so many resources involved; a slight error immediately impacts tens of thousands of people.”

Báez’s insights into SUSESO highlights the challenges they were facing that led them to search for a new, innovative technology partner to better operate their business and serve their customers amid limitations they were facing from their existing storage and processing capacity.

“Our customers generally come to us when they have a problem—not receiving a salary, suffering from illness—that persists for months and months,” details Báez. “For SUSESO, transmitting tranquility, efficiency, and security to our customers is our main concern, and that’s why we’re always looking at how technology can improve our operations.”

Báez and his team knew they needed to find a robust, innovative technology solution that would elevate SUSESO’s IT infrastructure and help them achieve their high standards for availability.

Solution

SUSESO’s leadership team began their search for a new solution by talking to one of their technology partners, the technology solutions and services company Intergrade who was overseeing their digitization process. “We were meeting with Intergrade and discussing how we needed to expand our current infrastructure to keep up with the digitization of our processes and they suggested that we speak with Nutanix about their products and solutions,” shares Báez.

When Báez and his team began researching Nutanix, they found their products interesting, but there were no companies in Chile utilizing their solutions to look to as an example. SUSESO could only consider the possible benefits based on Nutanix’s success abroad. Although the lack of a presence in Chile would have caused hesitation for most, it only further piqued Báez’s interest.

Upon further research, Báez and his team concluded that the robust Nutanix solutions could successfully solve their problems of limited storage and processing capacity. In 2016, SUSESO became the first organization in the public sector and one of the first institutions in Chile to adopt Nutanix solutions.

“We felt confident in our decision to partner with Nutanix because we believe that the challenge is not for us to start inventing how to solve our problems, but rather see how they’ve been solved elsewhere and adopt those solutions in Chile. I think that’s our genius—that we dare to look to global solutions like Nutanix instead of staying tied to what is marketed in our country,” says Báez.

When SUSESO began utilizing Nutanix solutions, they only used the hyperconverged infrastructure for better performance in handling their digitized documents, but have since expanded to transferring many of their platforms that supervise health insurance, credits granted by funds, and payroll to Nutanix solutions.

Customer Outcome

As part of SUSESO’s mission to build technology systems and work with technology partners like Nutanix that support their IT and business strategy, SUSESO was able to reduce response times for their customers which was one of their greatest challenges to overcome.

“With the support of Nutanix and our other technology partners that help construct our institutional technological platform, we’ve been able to respond to people 75% faster. Thanks to the combination of different tools our team leverages to respond to various challenges and requirements, we went from taking three months to put together a file to resolve our customer’s case to five days which then reduced our overall response time from four months to fifteen or twenty days,” shares Báez.

When the COVID-19 pandemic began to run rampant across the globe in 2020, SUSESO was the public institution that was best prepared to continue serving their customers, thanks in part to the always-on availability of Nutanix solutions. 

“We continued to provide practically the same services to the same number of people in the same response times when we had to close all of our offices and work from home,” says Báez. “We went from 25-30% of our operations being online to 100% by adapting some of our processes. We never stopped working, and I believe that is appreciated by both our users and employees.”

Since first partnering with Nutanix, SUSESO has also been able to greatly expand their use of Nutanix solutions throughout their organization, thanks to its ease of scalability.

“Our team that initially tested the Nutanix solutions adapted very quickly to the new technology. People usually resist a change like this, but instead of encountering problems, they only found positivity in the transition,” shares Báez. “Our other teams were observing the benefits of these Nutanix solutions, and quickly became interested in trying them out which led to us rapidly increasing our Nutanix infrastructure as the rest of our teams acquired user expertise.”

In addition to these key benefits, the partnership with Nutanix has also provided SUSESO with improved operational efficiency, better security, and the ability to greatly improve their overall customer experience by accelerating their processes and response time.

Next Steps

SUSESO plans to continue expanding their use of Nutanix products for years to come as they constantly seek innovative technological solutions that will allow them to better serve their beneficiaries.

“We are constantly looking at how we can bolster our technological infrastructure to continually improve our services by reducing our response times and controlling the process of providing our benefits online as much as possible,” shares Báez. 

Báez hopes that SUSESO will one day have all of their business operations online, and achieve a high-level of immediacy and precision for their beneficiaries. They are working on these goals with specialists in artificial intelligence (AI) and Big Data who are grateful to be able to work on these solutions on the Nutanix system.