Winflow

Winflow: Innovation and Efficiency with a tailor-made BPO

With over 30 year of experience, the company is a benchmark in Business Process Outsourcing in Italy. Specialized in services for Banks and Insurance Companies, it sets a precise goal: helping clients to simplify and improve their management processes, ensuring more competitiveness, concrete results and value for the business

Outsourcing equals more value for the business

Today, outsourcing doesn’t just mean taking charge of the management of certain processes. It means creating real added value for the customer business.
This is Winflow's philosophy, partner company of the De Pasquale Group, specialized in BPO that, thanks to tailor-made solutions, makes outsourcing a viable route even in the most specialized and complex areas, such as insurance and banking processes.
With over 30 years of experience, today Winflow is a benchmark in BPO in Italy thanks to a very precise strategy: aiming to a win-win relationship with the customers by offering solutions of customized BPO, designed to improve the operational management with certified qualitative standards, innovative technologies, and specialized skills.
«Winflow positions itself in the market as a partner able to simplify and improve customer processes - explains Denise De Pasquale, President of Winflow - with solutions based on structured analysis, management model customization, process skills and advanced technologies, ensuring concrete and measurable results, time and resource optimization, and support of the business evolution».
Winflow has begun its activities starting from the Finance market, expanding its presence over time in other markets while keeping a strong focus on the original field. Winflow's BPO Winflow is aimed to workflow, task and entire business processes management for Banks, Consumer Credit Companies, Life, Damage and Health Insurance Companies.

Customized management models for concrete results

Winflow considers every customer unique, to be managed with pragmatism and operational flexibility.
Behind this approach lies a well consolidated methodology, oriented to smart outsourcing, that includes four stages necessary for taking charge and for the subsequent Customer process management:

• Process analysis to understand company and people, adopted system, eventual problems, and optimization opportunities.
• Definition of the most efficient process management model in outsourcing in order to optimize costs and resources, reduce times and improve performances.
• Delivery of BPO services according to planning and defined quality standards, supported by software and qualified personnel.
• Real time monitoring of activities managed and periodic business reviews to verify the achievement of set goals, eventual planning of the next operative steps and readjustments of the initial model.

«Technology - continues Denise De Pasquale - it’s a critical enabling factor at the basis of this approach. Winflow is the owner of Kiaro, a Business Process Management platform with which every Customer Service and Back Office activity is managed».
Kiaro designs task flows, organized according to defined process logics, and the operation is tracked and monitored in real time, ensuring to the Customer the governance of the processes managed by Winflow and anticipating eventual critical issues.
The adaptability to client systems, the omni-channel interface, the most recent integrations with Cognitive Automation solutions, RPA supporting operators make Kiaro an innovative tool as well as strategic for the Business Process Outsourcing offered by Winflow.

High specialization between experience, technology and people

In addition to technology, another key element for Winflow is people. People and their skills are able to make the difference in every operative stage of BPO services. That is why the business has adopted a policy of continued quality improvement by investing in human resources and managing the process of selection and training with extreme care . This is done in order to make dedicated teams available to the clients , which are made of specialized people that, between specific skills and continued training, have extensive knowledge of the field of reference and of the Customer’s processes.
«People that enter Winflow - claims Denise De Pasquale - must have previous experience in a specific field, knowledge of processes and regulations and digital mindset, all requirements that must couple skills of problem solving, team-working and interaction with final users».
Every person that enters the Winflow teams is joined by a Team Trainer in order to ensure the monitoring and evaluation of performance, training, and ongoing updates, in a logic of massive flexibility, aiming to have multi-skill and resilient people.

The Winflow approach toward Financial Services

The banking field and, in general, the Financial Services field, have seen, with the pandemic, a trend acceleration - new needs and new targets to direct, offering customization, process and interaction digitalization, omni-channeling, high attention to the customer journey and caring - which already for a couple of years started to define a path of important evolution and logics increasingly of service and supply chain.
Today, the Financial Services customers ask Winflow for concrete support in the evolution of the operative models, in the growing attention to customer care, especially through the monitoring of digital interaction, higher service speed to reduce the times of management and interaction and wider service windows, a support in the enhancement of data and information. This is the direction in which Winflow is making BPO services evolve. How?

• By digitizing some managed processes stages, for example through video interaction between clients and operator.
• By pooling cross industry experiences for operators integrated in the different teams.
• By introducing automatisms that free the repetitive activities of the operator and allow for an increased focus on higher value activities and the final customer care.
• By putting more emphasis on data and information analysis managed by us in the optic of providing business insight to Companies and Banks.

«During this stage, Winflow's priority is to strengthen the market monitoring of Financial Services enforcing an increased value, a less operative and more business support compared to the past. In conclusion, putting ourselves as partner of innovation, enabler of business evolutions sponsored by digitalization» – concludes Denise De Pasquale.