Context
With over 10,000 active employees across Ecuador, Corporación El Rosado faced a complex HR challenge: processing reports of family emergencies, maternity and paternity leaves, workplace accidents and medical permissions.
The traditional model—based on emails and paper forms—created frequent bottlenecks, lost supporting documents and low visibility into the status of each request. This not only delayed leave authorizations, but also affected employee experience and the Human Capital team’s responsiveness.
The challenge
The company sought to digitize the flow of HR permits and incidents to achieve three key objectives:
- Reduce verification and authorization times for requests.
- Prevent loss of medical documents or supporting records.
- Ensure traceability and real‑time metrics for the HR team.
The goal was to transform a manual, fragmented process into an agile, transparent and reliable experience for both employees and managers.
The solution
Together with Jelou, Corporación El Rosado implemented a WhatsApp chatbot that centralized the entire management of absences and incidents.
The flow enabled:
- Capturing the request, leave type and date in a single chat.
- Uploading medical certificates, death records or photographic evidence.
- Generating an automatic ticket for HR review, with approval or rejection sent to the employee in the same conversation.
The system included internal alerts to meet approval SLAs and real‑time dashboards with metrics by volume, reason for absence and resolution time.
Results
The impact of the new channel was strong in its first year of operation:
- 6,000 medical permissions processed and authorized in 2024.
- 100 workplace incidents and accidents reported and justified with digital evidence.
- Response time reduced to under 24 hours, compared to more than a day with the previous model.
- Full case traceability, with visibility for employees and the Human Capital team.
The change improved employee satisfaction thanks to a faster, clearer and more reliable process.
Conclusion
By turning WhatsApp into the single point of contact for HR incidents, Corporación El Rosado eliminated manual steps, gained document control and increased transparency in its internal processes.
This case shows that conversational automation not only drives sales or customer service, but also creates value in talent management—delivering efficiency, compliance and a better employee experience.