Banco Modal · Financial Services
In a regulated environment with high control, SLA, and traceability requirements, Banco Modal needed to standardize service operations and improve operational visibility. We structured Zendesk as the central service and operations hub.
Foto: Loïc Fürhoff / UnsplashBanco Modal operated in a regulated environment where service, traceability, and SLA needed to be handled with rigor. The operation faced standardization challenges, limited executive visibility into indicators, and efficiency opportunities in how demands were distributed across queues and owners.
We structured Zendesk as the central hub for service and operations. Flows were organized by request type, with automations, SLAs, routing rules, and executive dashboards. The architecture was designed to balance governance, compliance, operational efficiency, and transparency for leadership.
The operation gained more control and predictability in a context of high regulatory pressure. There was a 45% gain in operational efficiency, a 35% reduction in average response time, a 50% increase in indicator visibility, and a significant improvement in SLA compliance.
The project showed that efficiency and control do not need to compete with one another. By organizing the operation by request type, SLA, and executive visibility, Banco Modal gained a more reliable structure for distributing demand, monitoring indicators, and reducing operational risk. Improvement came both from automation and from the management capacity built around it, which made service more predictable in a regulated environment.