--- title: "Fondo de Garantías Case Study" description: "See how FGA aims to reduce credit guarantee payment times from 15 business days to three with Hyland Content Innovation Cloud™ and agentic automation." url: "https://www.hyland.com/en/customers/fondo-de-garantias" lang: "en" published: "2026-10-20T15:04:07.473Z" --- # Fondo de Garantías Case Study ## How FGA is modernizing high-volume credit guarantee processes with agentic automation FGA, a Colombian financial services organization, is implementing agentic automation with Hyland Content Innovation Cloud™ to streamline critical credit guarantee processes, accelerate response times and support continued growth. ![People in meeting room](https://site-cdn.hyland.com/www/8192x5464/d66db106e1/business-coworkers-as1851334604.jpeg) [Explore the Content Innovation Cloud](/en/platform) [See it in action](/en/demos/request-demo) ## Snapshot **Industry:** Financial services\ **Location:** Medellín, Colombia\ **Hyland Solutions:** [Hyland Content Innovation Cloud](/en/platform)™, [Hyland IDP](/en/solutions/products/intelligent-document-processing)™, [Hyland OnBase](/en/solutions/products/onbase)™ ## Summary With 28 years of experience in Colombia’s financial services industry, [FGA Fondo de Garantías](https://fga.com.co/) supports more than 34,000 credit guarantee operations each day. As its transaction volumes continue to grow, the organization needs secure, scalable technology that can accelerate guarantee payments and customer service processes without proportionally increasing manual effort. Mary Luz Giraldo, vice president of operations and technology, FGA Fondo de Garantías, explains how the organization plans to use the Content Innovation Cloud to bring critical business processes together on a single platform and incorporate agentic automation and AI-assisted responses into its workflows. Through this initiative, FGA aims to reduce guarantee payment times from an average of 15 business days to no more than three while creating a more scalable and efficient operating model. The implementation is being delivered in collaboration with [Datecsa](/en/partners/datecsa), a Hyland Silver Partner in Colombia and a long-standing technology partner of FGA. Datecsa combines technology expertise with a strong understanding of FGA’s business and operational needs, helping tailor the solution to support the organization’s transformation objectives. Click the “Subtitles/Closed captions” button to choose your preferred language. > Previously, we paid or processed warranty payments on an average of 15 business days. However, today the market requires those warranty payments to be completed in no less than three business days. Mary Luz Giraldo, vice president of operations and technology, FGA Fondo de Garantías ## Video transcript **Mary Luz Giraldo, vice president of operations and technology, FGA Fondo de Garantías** We have some very critical processes at FGA, such as handling PQRS\* requests. In handling PQRS requests, due to the growth in operational volume — as we now support 34,000 daily operations — we were also seeing the warranty payment process grow to nearly overwhelming levels. Today, we are paying out 60,000 credit operations, and therefore processes such as handling PQRS requests increasingly require more people. For warranty payment processes, as the volume increased to those 60,000 operations and the market began asking us for greater efficiency, financial institutions came to us with more claims, but they also told us to pay faster. Previously, we paid or processed warranty payments on an average of 15 business days. However, today the market requires those warranty payments to be completed in no less than three business days. When you have a situation like this, you have to find a way to make these processes more efficient. That was when I saw in Hyland’s solution the possibility of integrating artificial intelligence processes into handling PQRS requests and into the warranty payment process. With Hyland’s solution, we are looking to optimize the number of people who handle, for example, the warranty process. To handle the volume we currently have in the operation, I would need an average of 44 operations analysts carrying out this process. With Hyland’s solution, we are aiming to have a single operations analyst in this process. There, for example, **we found a financial efficiency of nearly 3.6 billion Colombian pesos per year.** In the PQRS handling process, we saw more or less the same thing. We are orienting the solution toward managing the flow itself and providing support through AI-generated suggested responses that will help us significantly optimize this process. \*PQRS (Petitions, Complaints, Claims, and Suggestions) is the term used in Colombia to refer to the handling of requests, comments, and inquiries from customers or citizens. In other countries, this may be known as customer service and request management. ## You might also like: - [Automation in financial services: Real-world success stories](/en/resources/articles/financial-services-success-stories) — See how Hyland has helped financial institutions intelligently automate tasks, transform workflows and deliver exceptional customer experiences. - [Why financial services firms should take a three-pronged approach to innovation](/en/resources/articles/financial-services-modernization-automation-ai) — Explore how modernization, automation and AI can put financial institutions on a path to success. - [20 intelligent document processing (IDP) use cases](/en/resources/articles/idp-use-cases) — Explore how IDP is helping businesses across various industries transform their operations for enhanced efficiency. - [Hyland IDP™](/en/solutions/products/intelligent-document-processing) — Hyland’s newest intelligent document processing software, built on the Content Innovation Cloud™, delivers AI-powered agentic document processing to enable transformational automation of content-dependent processes.