Backlog con trackTime unificado como torre de control operativo en el área de servicio y experiencia – Seguros Bolívar

Abstract

This final professional internship report describes the design, development, and implementation of an operational management system called Backlog with Unified TrackTime as a Control Tower, which I developed between July 2025 and January 2026 in the Service and Experience Department of Seguros Bolívar S.A., a leading company in the Colombian insurance sector. The project emerged in response to a “silent pain point” identified within the team: the high operational workload caused by the manual process of assigning and monitoring tasks for the area’s specialists and managers. This process required an average of ten (10) minutes per assignment, involved manually drafting emails, attaching files, and consolidating data without systematic traceability. The solution I implemented integrates Google Sheets as the main application, N8N as the workflow automation engine, and a traffic-light system based on workload hours. As a result, assignment time was reduced from ten minutes to two minutes per task, representing an 80% reduction in operational time. The tool was delivered to the department leader as an autonomous system for exclusive use, with scalability potential for other tasks, activities, and organizational departments.