In a context where technology has become an indispensable enabler for business competitiveness, Quálitas México presented its success story in the adoption of SAP solutions, highlighting how the cloud, omnichannel, and Artificial Intelligence (AI) are redefining the customer experience.
Within the framework of SAP Fest Mexico , Paola Becerra, president of SAP Mexico , and Félix Velásquez, deputy director of Online Services at Quálitas Mexico , agreed that the true challenge of digital transformation is not only technological, but cultural.
“Technology plays its part, but the human factor is decisive: the will to evolve, to overcome fears, and to adhere to best practices is what truly drives change,” said Paola Becerra.
The project includes migrating critical CRM processes from an on-premise environment to SAP Service Cloud , enabling omnichannel support , automation, and AI capabilities focused on faster response times, reduced operating costs, and increased customer loyalty, as well as strengthening talent management with SAP SuccessFactors .
With more than five million insured vehicles in Mexico and an international presence, Quálitas faces a large-scale operation that demands efficient customer management and critical processes.
In this regard, prioritized use cases include the issuance and digital signature of letters via WhatsApp, which simplifies authorizations and streamlines charges, as well as omnichannel orchestration to provide consistent follow-up across all touchpoints.
“Our customers are our priority. We insure cars, but we also take care of people. Technology allows us to provide faster service, reduce costs, and strengthen the loyalty of those who trust us,” Velásquez emphasized.
Barriers and learnings
One of the main challenges that Quálitas faced in its transition to the cloud was the fear of change and concerns about data security .
To overcome these barriers, the company began the transformation with non-critical processes, building internal trust before migrating strategic areas such as customer experience, legal, and contact centers.
Paola Becerra emphasized that this fear is common in Mexican companies, where many clients have still been operating with on-premise systems for more than 20 years .
“The first thing we do with the client is to ensure their operations will continue in the cloud. From there, we move toward innovation and competitiveness,” he said.
Both SAP and Quálitas agreed that the partner ecosystem is key to ensuring not only the implementation but also the effective adoption of the technology.
Looking ahead to 2026, Quálitas plans to expand its digitalization to more critical areas, including human resources, consolidating its growth strategy in Mexico and other markets.
For SAP, the challenge is to accelerate the speed of adoption in the country, maintaining double-digit growth in customers migrating to the cloud.
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