For more than 81 years, our client has been one of Mexico’s most trusted names in the logistics and distribution of pharmaceutical and personal care products.
With 14 distribution centers, over 1,500 sales representatives, and millions of products delivered nationwide every day, the company ensures uninterrupted service to pharmacies, hospitals, and clinics across the country.
But until recently, its customer onboarding process wasn’t performing up to the company’s well-deserved reputation for speed and reliability. And the company’s own leadership team knew it had to change.
The Challenge
Onboarding a new client was a painstaking, paper-heavy process. Multiple in-person visits were required, from finalizing the deal to physically moving documents between offices, before a single client file was complete.
It took up to 30 days for a file to be properly entered into the system, and as long as 48 business days for a customer to be fully operational. These delays didn’t just frustrate clients; they directly delayed time to revenue, making it harder for the company to capitalize on new business opportunities quickly.
Their transformation team recognized the stakes. The process created a ripple effect:
- Sales reps wasted hours chasing paperwork instead of building relationships.
- Finance teams waited for manual approvals before issuing credit limits.
- Operations staff scrambled to reconcile missing data.
When the process broke down, bottlenecks cascaded to managers, eroding productivity, morale, and customer trust.
“They were operating in a world where speed and digital agility were becoming non-negotiable,” said Fernando Gordoa, President & General Manager, LATAM & Iberia, CoreX. “Their team definitely had a vision for change. They just needed the right technology and implementation to bring it to life.”
The Solution
The transformation team, in partnership with Volteo Digital (now part of CoreX), redesigned the entire onboarding experience using ServiceNow Customer Service Management (CSM) and ServiceNow AI Agents.
This undertaking wasn’t about replacing people, but rather about freeing them from repetitive, low-value work so they could focus on what they did best: solving problems, serving customers, and making decisions that require judgment and empathy.
- AI-driven automation: The onboarding process was redesigned with AI Agents orchestrating document validation, approvals, and credit assignments, reducing human error and accelerating turnaround time.
- Omnichannel access: A centralized Service Portal and Mobile App replaced physical paperwork, enabling customers to submit information digitally.
- Workflow orchestration: Automated triggers ensured each stage advanced seamlessly without manual intervention.
- Real-time collaboration: Sales, operations, finance, and HR teams were connected under a single platform for faster decision-making.
With the new system, what once took 48 business days now takes just 48 hours, a staggering reduction in onboarding time that directly translates to faster time-to-revenue.
The Results
By digitizing and automating the entire onboarding process, the company didn’t just shorten timelines. It gave time back to employees and delivered a better experience for every new customer. The transformation went beyond efficiency gains:
- New clients onboarded in two days or less means revenue starts flowing almost immediately.
- Employees now focus on customer relationships, strategy, and problem-solving, not chasing paperwork.
- Cross-department collaboration is smoother, eliminating escalations and bottlenecks.
- The company now meets the market’s demand for speed and digital agility while preserving its human touch.
“Going from 48 days to 48 hours was about building trust from day one,” said Omar Ortiz, VP Regional for Latin America, CoreX. “Their clients can now start working with them almost immediately. Implementing the ServiceNow solution in just hours proved what’s possible when you align the right technology with a clear vision for change.”
With onboarding delays gone, the company’s transformation team has set a new standard for digital agility, freeing employees to focus on customers and ensuring the company can scale to meet Mexico’s health and wellness needs faster than ever before.
