Sura: Building a Nationwide Assistance Operation from Scratch
How one of Latin America's leading insurers built and scaled an in-house assistance operation across Chile, achieving outstanding customer satisfaction and significant business impact with Sodtrack.
About Sura
Sura is one of Latin America's most recognized insurance companies, with a strong presence across the region. In Chile, Sura made a strategic decision to differentiate itself by bringing assistance operations in-house rather than fully outsourcing them to third-party providers. Starting with home assistance services - including locksmith, plumbing, electrical, and other emergency services - Sura set out to build a field operation that would deliver consistent, high-quality customer experiences while maintaining full operational control.
The Challenge
Assistance operations in the insurance industry are inherently complex. When a policyholder faces an emergency at home - a broken pipe, a locked door, an electrical failure - they expect immediate, professional response. The insurer must coordinate multiple moving parts in real-time: dispatching the right technician, managing response times against strict SLAs, and ensuring a seamless experience that reflects the brand's promise of protection and care.
Sura faced the challenge of building this operation from zero. They needed to create a nationwide network of service providers across Chile, establish processes for emergency dispatch and SLA compliance, and maintain operational visibility - all while keeping a lean internal team. The risk was significant: without the right foundation, rapid growth could lead to operational chaos, inconsistent service quality, and damaged customer trust.
"When we decided to build our assistance operation in-house, we knew we were taking on a significant challenge. Managing emergency services across an entire country with a small team requires absolute operational control. We needed technology that could scale with us without losing visibility or quality."
The complexity extended beyond logistics. Sura needed to coordinate a growing ecosystem of external service providers while ensuring every technician met their quality standards. They required real-time visibility into every active case, the ability to track SLA performance, and tools to continuously expand into new assistance categories - all without multiplying their internal headcount.
"Running assistance operations in-house gives us something that outsourcing never could: direct control over the customer experience. Every interaction is a reflection of Sura's commitment to our policyholders. With the right operational platform, we've proven that a small, focused team can manage a nationwide operation without compromising on quality."
The Solution
Sura partnered with Sodtrack to build the operational backbone of their assistance business. The platform provided the capabilities needed to manage complexity at scale:
Centralized Dispatch Operations
Real-time coordination of technicians across Chile, with intelligent assignment based on location, availability, and skills.
Provider Network Management
Tools to onboard, manage, and monitor external service providers, ensuring consistent quality across the network.
SLA Tracking & Compliance
Automated monitoring of response times and service level agreements, with alerts to prevent breaches before they occur.
Operational Visibility
Complete real-time visibility into every active case, enabling the team to maintain control as volume scales.
The implementation enabled Sura to start lean and scale confidently. Beginning with core home assistance services, the team established operational processes and quality standards. As the operation proved successful, Sura expanded into additional assistance categories - always maintaining the same level of control and customer experience that defined their initial launch.
24/7 Operational Continuity with AI
The implementation of Sodtrack's AI Agent has enabled Sura to coordinate and schedule services directly with end customers through WhatsApp - without any human intervention. This capability has transformed how Sura manages after-hours operations.
Reducing External Dependency
By enabling AI-powered service coordination, Sura has significantly reduced its reliance on external call centers that previously managed service scheduling outside of business hours. This translates to structural cost savings while maintaining - and even improving - service availability around the clock.
Enhanced Customer Experience Through Self-Service
Beyond operational efficiency, the AI Agent introduces a significant improvement in customer experience by enabling complete self-service. Each customer can now:
View Available Services
See which assistance services are available according to their specific insurance plan.
Check Balance & Events
Know their remaining balance or available service events at any time.
Schedule Directly
Select the exact date and time they want to receive assistance - on their terms.
The Result
A more continuous, scalable, and modern operation that combines structural savings, better operational control, and a digital experience aligned with cutting-edge technology standards. Sura's customers can now access assistance services 24/7, on their preferred channel, with full autonomy over their service requests.
Cost Optimization vs. Fixed Portfolio Model
The traditional assistance model is based on paying a fixed amount per customer portfolio, regardless of actual service usage. This limits visibility into per-event costs and makes expense optimization difficult.
Enabling Usage-Based Cost Analysis
With Sodtrack, Sura can now contrast the historical cost of the portfolio model versus the actual cost of services effectively executed. This enables concrete measurement of operational savings and a more transparent model based on real usage.
Illustrative Calculation Example
To contextualize the economic impact, here is a simplified example based on illustrative assumptions:
Traditional Portfolio Model
Usage-Based Model (Sodtrack)
Estimated Gross Difference
Per year based on illustrative example
Potential Savings
Cost reduction vs. fixed model
The Impact
Sura's decision to bring assistance operations in-house, powered by Sodtrack, delivered results across every dimension that matters:
Perhaps most notably, Sura achieved these results with extreme operational efficiency. A small internal team successfully manages and scales the entire assistance operation, proving that with the right technology foundation, lean teams can deliver enterprise-grade service quality. The shift to a usage-based cost model provides unprecedented visibility into actual service costs, enabling continuous optimization and more informed business decisions.