Colombian Caja de Compensación Familiar

Overview

Colombian Caja de Compensación Familiar partnered with Kempro to work through a specific challenge in its operation.

A Colombian Caja de Compensación Familiar wanted to comprehensively modernize its digital ecosystem — website, self-service portal, and service channels — to offer members a better experience, but faced two major obstacles: it had no structured information architecture and no analytics tools to measure how its platforms were actually performing.

The Solution

Kempro led the conceptual and strategic definition of the new ecosystem across two phases: first, diagnostics and analytics — a technical audit of the existing site, a real-time measurement stack (Google Analytics, Tag Manager, and Data Studio), a new information architecture, and an evaluation of the most viable CMS options on the market; then, service redesign — mapping and redesigning the user experience for more than twenty critical service flows, including payments, affiliations, PQRS filing, hotel bookings, and subsidies, plus the conceptual integration of new channels like WhatsApp and live chat.

Business Impact

The Caja de Compensación received a clear, validated, directly actionable roadmap, with every architecture and redesign guideline ready to move into implementation.

• +20 — critical digital services redesigned and optimized around the user experience
• 2 phases — executed end to end: from measurement and base architecture to the final service-flow design

Kempro Advantage

This project, carried out four years ago through traditional manual consulting, laid the groundwork for Kempro's methodological evolution. Today Kempro brings that same strategic rigor powered by AI: integrating tools like Claude, Copilot, and Gemini lets us structure complex diagnostics, synthesize scattered information, and document architectures in days instead of weeks — an acceleration that lets us deliver far more scope today in a fraction of the time, staying with clients from the roadmap's conception all the way to final technical implementation.