We are still betting on technology and the development of new solutions to improve our sales force. Our customer relationship management solution, called OCE, gives us greater control of our promotional strategy with clients and stakeholders through an omnichannel platform and helps us achieve close data integration within the different areas of the company. Big Data is a key element in our solution. This provides results based on solid analysis of the information we offer to clients and that we receive as feedback from them. From this, we can then execute appropriate business strategies. 

Disruption in healthcare will be broad and will come in different ways. We hope to be among the first lines of attack regarding education. For example, the overuse of antibiotics is now a big problem. Through our platform, we can provide the right information and advice to a patient regarding next steps and whether antibiotics are truly necessary. Ignorance is a major problem and auto-medication is the cause of many deaths. It is important for patients to consult with someone who has the expertise and authority to prescribe medication. Perhaps in the future, artificial intelligence will be able to make those decisions for the doctor but we are not there yet.

Health and Benefits’ telemedicine solution provides primary care to the population, which represents over 80 percent of the demand for health services. The remaining cases are referred to health institutions that can treat them appropriately. We have agreements with the main healthcare providers across the country, benefiting all our affiliated patients. When an operator detects the need to direct the patient to another level of care, we make the appointment with a specialist. In case of an emergency, we request an ambulance to transfer the patient to a hospital, follow up on the patient’s arrival at the hospital and then follow up again at the end of their care.