Quantico Servicios de Asistencia (QSA) is a young company created in 2015. Through time, it has positioned itself to provide global assistance services through its own network. Currently, recognized for its quality standards and operational performance, it provides integral products and services to its corporate clients and patients.
Its founder and main leader, Mónica Piazza, who has more than 25 years of experience in the insurance and tourism markets, is a recognized figure for her career in the management of European multinational and Latin American assistance companies, with such experience allowing her to undertake and position Quantico at the top of the market.
Quantico Servicios is integrated with strategic allies and a multidisciplinary team, who have experience in the market, and who represent the guarantee of service in the products we offer. We have a direct presence in Peru, Panama, Venezuela, Colombia and commercial representatives in Argentina, Costa Rica, Ecuador, Chile and Mexico. Our operational quality and technological development allow us to provide services in a timely manner, aimed at satisfying and retaining our final customers.
"Stand out as the best assistance company by providing services with excellence, by creating comprehensive solutions in our products, and by being committed to satisfying the needs of our customers."
The team is complemented by Jesús Cuevas, Strategic Partnership Manager, who has more than 6 years of experience in the market, and Gustavo Montero, Network Coordinator, who constantly works to strengthen our network of providers worldwide. We have our own network in more than 50 countries and several strategic allies around the world. We are able to guarantee any type of medical care, adapted to the systems and policies of each country in order to meet the needs of our clients. We also have a network of pharmacies in the United States, which provides us discounts on multiple medications and allows us to manage up to 80% savings for our final customers.
We aim to be Latin America’s first provider of medical coordination services – our multilingual team is highly trained to negotiate and deal with any service provider, including negotiating discounts and making payment agreements to provide our customers with the best travel insurance assistance at a better cost.
"In these last two years, we have managed to establish negotiations with clinics and
doctors directly, since it is essential to offer our clients lower costs and have a more
effective communication to guarantee faster response times within our services.”
Due to the current circumstances, we made our General Conditions and processes more flexible, adjusting our services to focus not just on customer service, but also on human quality and needs.
We were able to optimize the response times for our clients, which led us to maintain an indicator of 1.5% of valid complaints from all coordinated cases, being an optimal percentage within the standards in quality processes especially during these times.
We have strengthened our Medical Care Platform
Facing the current situation with Covid-19, we have strengthened our Medical Care Platform, hiring additional doctors and nurses due to the need to provide comprehensive monitoring of each patient, which allows us to measure and control the evolution of their symptoms. Our team of professionals is available for medical attention 24 hours a day, with assistance ranging from a medical conference by telephone, consultation with specialists through video calls (telemedicine) and analysis of medical records. We have been carrying out approximately 2,500 follow-ups a month to determine the evolution of care for each patient.
Listening is our skill!
The Operations department is led by Elías Gómez, who has 12 years of experience in companies in the field of assistance. In his own words, he expresses what the challenges
of implementing this operation have been:
"Our first challenge has been to break with the classic contact center scheme, replacing it with
a system that generates greater productivity and provides true human contact with people who not only have extensive experience in customer service, but who also speak languages such as English, Portuguese, French, Italian, Spanish and German, which makes our operation more feasible ”.
The Operations department stands out for its multiculturalism, with people in the team who operate from Brazil, Spain, Germany, Peru, Panama, Colombia and Venezuela, which gives us a wide scope of operation, in addition to the advantages of understanding the management of medical services in different regions.
Our second great challenge started when we realized that the software on the market
did not respond to our demands for correct control, management or case monitoring.
This is the reason why our own software was developed in-house and adapted to our internal requirements. Our continuous improvement mindset lead us to constantly update our software package to have real-time data on hand for better data driven decision-making.
Technology is our friend
Our technological platform has dedicated servers hosted in the cloud, with bidirectional synchronization to servers in our data center.
Our suite call center is based on the Asterisk protocol with hundreds of customized options
for specific needs or requirements. Additionally, with the possibility of real-time and summarized reports, as well as detailed configuration options for bells and agents. We also have cloud-
based telecommunications providers with SIP TRUNK, backed by the global IDT Network.
This system allows us to activate phone lines anywhere in the world, especially important in the current pandemic situation; it has permitted us work from home without any trouble.
Moreover, we count on a personalized and tailored system developed in-house – our interdepartmental, internal Operational Management System – and control of multi-continental requests, with API integration to our telephonic suite. We also have an omnichannel platform for receiving instant messages from our customers and suppliers. All our team are developers in cutting-edge technologies for software creation and maintenance.
Our team keeps on working!
Our Commercial department is led by Nathascha Rodríguez, who has more than 10 years of solid work experience in relevant companies, working in the different areas and departmental fronts of the organization. This experience has given her the knowledge, the vision and the "know-how”, along with a robust team of managers complemented by Adriana Ruiz and Elena López. They lead the commercial front of the company, in order to increase productivity and position in the market.
The constant search for strategies keeps our commercial department in an active dynamism, focused on attracting new customers through the creation of products designed for market needs.
We focus mainly on:
Network: Product oriented to assistance companies or insurance companies that
need access to a national or international medical provider network through case management, cost containment or repricing.
Travel Assistance: We cover medical expenses in case of accident and/or illness, we offer solutions in cases of catastrophes, flight delays or cancellation, loss of luggage and legal assistance.
Private Label Development: We offer private brand development capacity, which combines our products, services and advice for those companies that start this type of project, through the implementation of customized tools.
Contact Center: We provide service to users, offering emergency services, general company information and product and process management.
Our products and services guarantee peace of mind and protection at all times!