Case Studies

Support Management System – Call-Center

Project Summary

8 months


Good Acceptance.

Change Management

Effective, accompanied by detailed training.

Impact on the organization:

High Impact.


Data integration between processes and systems in a MS SqlServer relational database.
Correspondence Management.

Requirements Framework

The Communication and Services Department’s (CAD) mission is to provide customer service and clarifications through some communication channels; to inform about consumer rights arising from insurance contracts; deal with public’s complaints against Insurers, Mediators and Pension Funds Companies, and the necessity to computerize its processes.

Company Information

The Instituto de Seguros de Portugal (ISP) is the official Portuguese institution of regulation and supervision of the insurance and reinsurance activity, pension funds and the activity of insurance mediation. https://www.isp.pt

The Solution

The Customer Services Sector of CAD provides Consumer support services by receiving documents or information requests by various means (Telephone, Email or in person), with the aim of assisting the general public, providing the necessary clarifications on issues related to the activity of insurances and pension funds.

CAD’s means of computerized registration was not adequate to provide an efficient public service.

There was no information sharing among it’s operators and CAD’s managers had no statistical information for a better management of the call-center.


The implemented system, called Support Management System, is based on the Frontrange HEAT platform and consolidates various data from different departments of the ISP (FAT, FGA, …) through external consultations developed according to needs.

With HEAT it is easy to manage all the information relating to your customer’s requests. Manage SLA, Complaints, Information Requests, internal orders, others. INFOSISTEMA has several years of experience in FrontRange CRM applications and is certified to implement its solutions.

  • Faster telephone assistance or personal service.
  • Faster handling of complaints issued.
  • Monitoring the current status of applications received by customer service.
  • Rigorous analysis of results based on statistical reports.
  • Rigorous analysis of results based on statistical reports.
  • Fast access to a wide range of information.
  • Monitoring of received and pending complaints.
  • Single message transmitted to the user/customer.

INFOSISTEMA is dedicated to the transfer and integration of cutting-edge information technologies, providing efficient and complete solutions which directly help the business processes of our customers. We have extensive experience in Customized Development Solutions in the areas of ERP, CRM, Collaborative Portals, Document Management, Workflow and Core Business.

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