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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CANCÚN, Q. ROO.- Artificial Intelligence (AI) only makes sense when it is used to solve real customer problems and not when it is applied automatically. This was the premise with which Andrés Arias, Senior Manager Customer Solutions at Amazon Web Services (AWS) , explained that the company’s strategy is built “from back to front”, placing the customer at the center and not the technology .

This vision shaped various mechanisms that allow for rapid experimentation, correction, and progress. During his participation in the 4th DCT Conference – Quálitas Infinite Possibilities , Arias explained that many decisions are considered reversible, known within the company as “two-way doors.”

Under this model, 100% information isn’t required to act; a reasonable level of certainty is sufficient to allow for cost-effective testing and adjustments.

In practice, this approach empowers teams to move with agility, which is essential in an environment like transportation, where fleet management requires immediate response to risks and operational changes .

Organizational culture was also a central focus of his presentation. Arias noted that at Amazon, small, autonomous teams, known as two pizza teams , are formed, which concentrate the ability to decide, execute, and measure results.

This scheme avoids bureaucracy and encourages speed of response , factors that are critical to transferring innovation into daily operations.

Regarding the relationship between innovation and failure, he acknowledged that invention cannot be separated from mistakes and cited the example of the Fire Phone, a failed project that generated millions in losses for the company in recent years, but whose lessons learned were leveraged in subsequent developments.

Beyond culture and processes, Arias explained that technological architecture also plays a decisive role. Amazon has transitioned over time toward a microservices model , which allows for the creation of fast, scalable, and low-cost solutions.

This structure makes it easier for teams to work in parallel, developing services that can connect to each other through interfaces, without relying on complex integrations.

For the transportation sector , this type of architecture opens the door to AI solutions that adapt to the needs of each fleet and can be turned on or off based on demand, reducing failure costs and accelerating adoption.

Artificial intelligence, viewed from this perspective, ceases to be an abstract promise and becomes a practical tool for simplifying processes , improving decision-making, and strengthening carriers’ responsiveness.

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CANCÚN, Q. ROO.- Highway insecurity has ceased to be an isolated issue and has become a constant, putting pressure on freight transportation in Mexico. Videos of assaults, intimidated operators, and multimillion-dollar robberies are part of a reality that demands different responses.

Marcelo Salinas, commercial director of Logitrack , raised the issue during the 4th DCT Conference –  Quálitas  Infinite Possibilities, that crime advances at the same pace as technology, and can only be contained through innovation.

The diagnosis doesn’t allow for pause. Criminals use jammers to inhibit signals, manipulate GPS, and block vehicles at fake checkpoints.

It’s no longer about improvisation, but about organized cells with armored trucks and sophisticated tools.

“The weak point remains the human factor,” Salinas warned, insisting that automated protocols and electronic shielding are key to responding in seconds.

The solutions described aren’t limited to hardware. With the company’s platform, data and alerts are transformed into immediate action: automatic throttle locks, virtual fences, and detailed reports that turn traditional monitoring into preventive analysis.

Artificial intelligence is even integrated to handle minor incidents, validating security keys with operators and reducing up to 90% of the false calls that previously overwhelmed control centers.

The impact of this strategy was confirmed by Augusto Ramos , vice president of Grupo RAME . The company operates in the north, Bajío, and western parts of the country, regions where more than half of the robberies occur. Since adopting the technology, they have been loss-free for eight years .

“We removed more than 40 units daily from that area without a single theft,” Ramos said. This risk reduction allowed us to renegotiate insurance premiums, invest in more technology, and, above all, build trust between customers and operators.

The key, Augusto Ramos added, is to recognize that technology alone is not enough: it must be accompanied by disciplined reaction and commitment from management to the operator.

“Technology doesn’t work alone; there are people behind it who have to make it work,” he said, acknowledging that even drivers, who were initially skeptical, now tell other colleagues that they feel safe in their company.

For his part, Carlos Jaramillo , director of   Digital Communications Technologies (DCT) in the United States, highlighted how these alliances show a different path for the sector. By combining processes, people, and technology, companies are able to customize solutions that reduce accidents and strengthen operations.

For experts, transportation theft cannot be eliminated with rhetoric or improvisation. It is confronted with electronic shielding, automation, and organizational culture . A formula in which technological innovation does not replace the human factor, but rather supports it so that each trip reaches its destination.

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With the aim of offering closer and more specialized attention to the auto transport sector , the agent and insurance specialist, Marco Fernández , inaugurated his new office on January 22 in Nuevo Laredo, Tamaulipas, one of the main logistics areas of the country.

Fernández, who has more than 22 years of experience in the insurance sector, told T21 that one of his goals is for transportation companies to see the insurance agent as a strategic partner , as someone who cares about their safety and long-term profitability .

Its approach seeks to go beyond reactive attention, to prioritize accident prevention and road culture .

“We always associate insurance with the reactive part, when an accident has already occurred. But what we want to do is transform the way in which transport companies approach insurance, promoting prevention and reducing losses,” explained Fernández.

The decision to open an office in Nuevo Laredo responds to the need to strengthen its relationship with the region’s transporters and offer a more agile and personalized service. The new headquarters is located in the Nuevo Laredo Cargo Services Center (CenSeCar) , a strategic point for the sector.

Challenges and trends in the insurance sector

Fernández pointed out that one of the main challenges in the industry is the need for awareness not only among drivers, but in all administrative and operational areas of transport companies.

“It is easy to blame the operator for an accident, but many times there are previous warnings that could have prevented the incident. From monitoring to maintenance, all areas have responsibility,” he stressed.

Fernández stressed that the insecurity in cargo transport has generated an increase in accidents , which has reduced the number of insurers willing to operate in the sector.

“A few years ago you could present eight or 10 insurers, today they must be counted, and some with proposals with very high costs,” explained Fernández.

Among the specialized services that Marco Fernández provides in his offices, both in Mexico City and Nuevo Laredo, are:

1. Fleet and heavy equipment insurance: Working exclusively with Quálitas , it provides coverage from the notification of the incident until the vehicle is back in circulation. It also offers prevention, awareness and road safety services at no additional cost to its clients.
2. Crossborder insurance : Aimed at the transportation of goods exclusively destined for the states of California, Texas and Arizona in the United States .
3. Freight transport insurance: Coverage both in national territory and at border crossings, integrating cargo protection within the same policy to facilitate management for clients.

In addition, Fernandez stressed that the U.S. side also has a prevention program, with access to training and continuous improvement tools for transporters.

This vision of safety and prevention was supported by various actors in the sector, who attended the inauguration of the office in Nuevo Laredo, including Héctor Hinojosa, general director of Transportes HH .

Also present on behalf of Super Transporte Internacional (STI) were Angel Hernandez, General Manager; Bernardo Gaytan, Director of Operations; and Victor Hernandez, Director of Finance. Also present was Gerardo Hernandez, Director of Finance of Rhino Express .

Marco Fernández also highlighted that Maximiliano Bermúdez, regional director of Quálitas in Ciudad Valles, San Luis Potosí, was a key player in the development of this project.

With this opening, Fernández seeks to consolidate its presence in one of the most important regions for auto transport in Mexico, betting on safety and prevention as pillars of its strategy.

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With 14 years of existence, Quálitas ‘ risk prevention area has strengthened strategies to help policyholders generate prevention programs that contribute to reducing the risk of road accidents.

The project started with the creation of a key performance indicator (KPI) for information on the accidents of each of the transport companies, which is still valid today and is the main starting point for making decisions within the transport companies .

“Over time we have evolved with training, road safety diagnoses, we have a diploma course that we do every six months where we invite all transporters nationwide, to be able to share good practices in each of the areas and each of the important topics for cargo transportation in Mexico,” explained César Girón Ramírez, deputy director of Risk Prevention at Quálitas, in an interview.

To strengthen the area of ​​risk prevention, Quálitas has technologies that contribute to road safety , including advanced driver assistance systems (ADAS), document management systems (DMS) and GPS. “We have integrated these elements with the aim of continuing to evolve to help transporters reduce the risk of accidents,” explained Girón Ramírez.

In 2022 , Quálitas also acquired a telemetry company, DCT (digital communications technologies), to continue meeting the insurer’s objectives and strategies. With the incorporation of this company, information, big data and heat maps are generated that help policyholders make decisions to reduce the risk of theft and fatal accidents on the roads.

“Telemetry is very important today because it helps companies make decisions and implement operational controls to reduce the risk of accidents, even before the driver sets out on the road,” said Quálitas’ Deputy Director of Risk Prevention.

Currently, Quálitas has 45% of the insured cargo transportation sector in Mexico . Girón Ramírez explained that this penetration has helped the insurer strengthen its structure, for example, with the development and training of adjusters and lawyers specialized in heavy equipment.

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SAN PEDRO GARZA GARCÍA, NL.- Infrastructure, security and regulations are the main challenges facing the freight transportation industry in Mexico, according to specialists in the transportation and insurance sector gathered at ETYL 2024 , from Grupo T21, during the workshop The Future on the Road .

In this regard, Mario Alberto Villa, Deputy Director of Risk Prevention at Quálitas , explained the main technological innovations focused on safety and accident prevention for cargo transportation and addressed both the advances in artificial intelligence and the need to improve road infrastructure.

“There are large areas where there is no coverage, which remains a challenge for satellite monitoring,” Villa said, stressing that although technologies are advancing, infrastructure still limits their effectiveness.

Villa said automation is beginning to have a significant impact on the workforce, but stressed the importance of operators.

“Today technology threatens some jobs, but there are human factors that cannot be replaced,” he said.

He also stressed that the implementation of cameras and telemetry systems can reduce accidents by monitoring drivers’ behavior in real time. However, he admitted that there are problems with the connectivity of Mexican roads.

The role of autonomous vehicles in the future of transportation in Mexico was also discussed . In this regard, Villa commented that the adoption of these trucks could take several more decades.

“In other countries they are talking about releasing the first autonomous truck in 2025, but in Mexico that scenario seems more distant,” explained the deputy director of risk prevention at Quálitas.

The workshop was attended by the active participation of the participants, who expressed their doubts about legal liability in the event of accidents with autonomous vehicles, an issue that the country’s authorities have not yet clearly defined.

The conference also highlighted that, although there has been significant progress, much remains to be done in terms of infrastructure, safety and regulation so that the transport sector can fully benefit from new technologies.

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Fatalities and serious injuries caused by road safety incidents have been considered a pandemic, due to the results seen internationally, and Mexico is no exception.

By 2030, road safety objectives aim to reduce fatalities and serious injuries by 50%, as part of the Decade of Action for Road Safety. This goal requires efforts on all fronts.

Super Transporte Internacional (STI) Mexico is on this path. “Since the end of 2023, STI began its operational restructuring, with the aim of improving and establishing a comprehensive approach to road safety, making a significant investment in training, strategic business partners, and better incentive plans for operators,” commented Ángel Hernández Gaytán, deputy general director of STI Mexico.

In an environment where road safety is increasingly prioritized, STI Mexico (No. 16 in the Top 100 of Autotransporte®) has undertaken a significant process towards ISO 39001 certification for road safety management. Recognizing the need to adopt international standards, a strategic partnership with Quálitas was established to strengthen their efforts in this area.

STI Mexico’s commitment to road safety is reflected in the creation of a Road Safety Committee, responsible for directing and supervising all initiatives related to safety in their cargo transportation operations, where the alliance with Qualitas has been fundamental, for their support in specialized road safety training for the operator staff.

“We are firmly committed to road safety, recognizing it as a fundamental pillar for the protection of our drivers and the preservation of the integrity of our customers’ cargo. We believe that the rigorous implementation of road safety measures not only optimizes the efficiency and punctuality of our operations but also strengthens our customers’ trust in our services. Safety is undoubtedly an essential component in all our activities,” specified Hernández Gaytán.

On the road to ISO 39001, STI operators receive specific instruction on regulations and best practices in road safety. Training sessions, facilitated by Quálitas experts, not only enhance the technical skills of drivers but also promote a culture of safety on the roads.

In this way, Quálitas collaborates in the design and implementation of strategies to reduce the risks of traffic accidents. Their experience in road safety complements STI Mexico’s efforts to comply with ISO 39001 standards.

Thus, the alliance between STI Mexico and Quálitas marks a significant advancement in improving road safety in cargo transportation, which will result in obtaining ISO 39001 certification. “With this, it reaffirms its commitment to road safety and the well-being of all those involved in cargo transportation in Mexico,” highlighted Ángel Hernández Gaytán.

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