SANTALUCÍA: Boosting agility and sharpening customer service
Integrating and automating business processes with SAP
For insurance giant SANTALUCÍA to help customers when they need it most, employees need fast access to information from across the business. With SAP Integration Suite, the company has harmonized a patchwork of on-premise and cloud systems, making it quicker and easier to respond to customer emergencies – as well as to rapidly changing business demands.
| Industry | Region | Company Size | Partner |
| Insurance | Madrid, Spain | 9,000 employees | T4S |
Faster development of new products and services
Critical business processes supported by cloud integration
Open connectors
Applications IT Department Manager, SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros
Serving customers around the clock
Founded in 1922, SANTALUCÍA has grown to become one of Spain’s leading players in the insurance sector. Employing 9,000 people and operating a large network of local agencies, the company provides a wide portfolio of insurance services – from life, home, and travel insurance to retirement and savings plans.
SANTALUCÍA is proud to offer its customers peace of mind and protection against whatever the world throws at them. To do this, customer service staff and sales agents must be able to pull relevant information quickly and reliably from multiple systems.
Alejandro Díaz Vidal, Applications IT Department Manager, SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros, elaborates: “When someone calls to request a service, our IT services kick into gear to locate who the insured is, what they are insured for, what coverage they have, and how we can help them. We must ensure these agents are connected to provide 24/7 coverage to support our customers in their most difficult moments.”
To help staff deliver the best possible customer service, SANTALUCÍA is embracing streamlined, integrated digital workflows across all business areas to become a more intelligent enterprise. The goal of this digital transformation is not only to improve customer service, but to accelerate core processes, increase productivity, and future-proof the business.
Applications IT Department Manager, SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros
Building a single integration platform
For some years now, SANTALUCÍA has been moving away from manual, paper-based processes to digital tools. However, a lack of integration and process standardization across the business prevented SANTALUCÍA from adopting best practices and automation, limiting operational efficiency.
As a long-time user of SAP solutions, the company looked to SAP to help it design and implement a new integration platform to support its transition into a connected, intelligent enterprise.
SANTALUCÍA migrated 198 interfaces from SAP Cloud Integration in the Neo Environment to SAP Integration Suite, an integration platform-as-a-service (iPaaS) that is part of SAP Business Technology Platform, to connect systems across the business. SAP Integration Suite enables SANTALUCÍA to integrate and automate processes across both on-premise and cloud solutions in a hybrid landscape. The suite enables integration between SAP and third-party applications. This includes SANTALUCÍA’s SAP ERP, SAP Customer Relationship Management, and SAP Financial Information Management applications and its mission-critical Gateware insurance claims platform, as well as cloud-based solutions such as SAP SuccessFactors, Salesforce, Microsoft 365, and more.
Applications IT Department Manager, SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros
Improving connectivity and accelerating innovation
Using SAP Integration Suite in the SAP Business Technology Platform and with the help of SAP’s customer success team and partner T4S, SANTALUCÍA connected a wide variety of previously siloed systems, enabling real-time exchange of data between applications.
Daniel López Carrascoso, IT Applications Specialist at SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros, comments: “The collaboration we had with the SAP team was excellent. They were always on hand to answer any questions, helping us to keep the integration project on track and make it a success.”
Using pre-built Open Connectors and API Management in SAP Integration Suite, the implementation team migrated a total of five interfaces, connecting with more than seven third-party systems.
By integrating on-premise and cloud-based SAP and non-SAP systems across the enterprise, SANTALUCÍA is better able to digitalize and automate business processes. Real-time data exchange puts all the information that employees need at their fingertips, so they can provide a better service to customers.
Applications IT Department Manager, SANTALUCÍA, S.A., Compañía de Seguros y Reaseguros
Looking ahead
With SAP Integration Suite, SANTALUCÍA can introduce new solutions into its hybrid landscape quickly and easily, supporting agile and efficient business growth. By allowing the company to add solutions without adding complexity, SAP Integration Suite enables SANTALUCÍA to continue growing its customers, markets, and products.
In the near future, SANTALUCÍA plans to migrate from SAP ERP to SAP S/4HANA to further advance its digital transformation. “We feel confident about the future with SAP by our side,” concludes Alejandro Díaz Vidal.
Featured partner
T4S is a 2.0 consulting company with experts in advanced technologies to improve and innovate SAP-based business processes. T4S belongs to the VASS ecosystem, a leader in digital solutions with a presence in 26 countries and a global team of more than 4,700 professionals.