11/29/2024
For more than three decades, INSI has built a trajectory marked by innovation and close relationships with its clients. Recently, this relationship advanced further with the implementation of initiatives that redefined the customer journey, aligning digital transformation with a people-centered approach.
Transformation that starts from within
Driven by the need to meet new market demands, INSI began its own Evolution. According to Telmo Costa, INSI’s CEO:
“We deliver more value to the client through an integrated, personalized, and efficient experience.”
This transformation not only modernized processes but also embedded a collaborative, data-driven culture, reflected in the Growth Units model. These specialized units foster greater agility and collaboration, as well as closer client relationships, ensuring high-value solutions.
Growth and global expansion
The expansion into strategic markets such as Canada reinforced INSI’s commitment to its international clients. In the Toronto-Waterloo innovation ecosystem, the company consolidated key partnerships alongside global players such as Google and SAP, standing out in the international artificial intelligence arena. This move enabled the replication of Growth Units tailored to local realities, combining global presence with personalized service.
Relationships as part of INSI’s DNA
More than providing services, INSI positions itself as a strategic partner throughout the entire customer journey. From the very first interaction to the completion of projects, the company establishes milestones that celebrate shared achievements.
Tools such as the relationship framework help standardize interactions, while institutional initiatives and exclusive events strengthen client connections and promote the exchange of market trends.
INSI’s focus on customer experience is reflected in the constant improvement of its Net Promoter Score (NPS), one of the company’s key strategic indicators. This ongoing effort reflects the commitment of the entire team to delivering service excellence, strengthening client loyalty and satisfaction.
From internal transformation to market impact
Through its own transformation, INSI gained a deep understanding of the challenges companies face. This knowledge strengthened its ability to step into the client’s shoes and provide innovative solutions that truly make a difference.
INSI’s customer journey illustrates how a strategic approach—centered on people and technology—can transform business relationships into true partnerships for success.
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Learn more about how INSI also transformed the employee experience in our case study on the employee journey.