Success stories

Eduardo Palacios is Global Cloud Platforms Director at Inxap SAP Gold Partner, with more than 20 years of IT experience. He has led the management of critical services at leading technology companies, including GTD Intesis and TIVIT, where he implemented digital transformation and change management strategies that improved operational efficiency and customer satisfaction. An expert in integrating advanced technologies with organizational practices, Eduardo has driven process modernization across sectors such as government, healthcare, and banking. His focus on agile methodologies and international standards (ITIL, ISO) ensures sustainable results and resource optimization.

Background

Our platforms organization is central to the company's PaaS and SaaS businesses and is closely connected to all key activities. Given its process intensity, it was critical for us to streamline and optimize these processes, improve documentation, implement performance metrics, and align internal customers and suppliers.

Solution

In collaboration with Imppulsor, we restructured our work processes and documented them using BPM 2.0 notation, following ISO 9001:2015 guidelines. We created performance metrics, implemented additional quality controls, and launched an internal training program to ensure effective adoption of the new procedures by all users.

Thanks to our collaboration with Imppulsor, we optimized our work processes and documentation, achieving a significant improvement in operational efficiency. We implemented performance metrics and quality controls, resulting in effective alignment between internal customers and suppliers. We are confident the full success of these processes will be realized once the other business departments close their performance gaps in their own processes.