From an outsourced call center to total control: how Momento Seguros transformed its sales channel in just one month

Before: outsourcing and lack of control

Tu Momento is Mexico's first digital auto insurer founded by ex-McKinsey professionals.

During its first months, the direct sales channel depended on an external call center.

This structure allowed them to sell, but created several problems:

• Lack of control over the sales process.

• Inability to review calls, messages, or response times.

• Difficulty measuring how often each lead was contacted.

• Total dependence on the external provider to maintain sales pace.

  
  

“At the end of the day, if you outsource it, you have to trust that the call center will do it well.

You don't have control.”

— Valerio, Head of Customer Success, Tu Momento

The change: bringing the direct channel in-house

In mid-2024, Tu Momento decided to bring its sales team in-house and adopt Vixiees as the support platform for its internal call center.

Main reasons:

• Regain visibility over the entire contact process.

• Directly manage calls, WhatsApp, and remarketing.

• Set up their own call sequences and priorities.

• Organize different campaigns according to lead type or channel.

“The main thing for us was being able to define the sequence and set contact priorities.

Also, being able to do it by different playbooks was essential.”

— Valerio, Head of Customer Success

Results and current operations

• Sales team expanded from 2 to 10+ salespeople in 17 months.

• Onboarding of new agents in 3 to 4 days, from training to first sales.

• Ability to segment campaigns and adapt flows based on lead type.

• Easy activation of new licenses without technical intervention.

• Stable integration between their internal CRM and Vixiees to keep statuses synchronized.

  
  

“Now we can review calls, messages, and contact times.

We have full control.”

— Valerio

Current operations

Agents work with two screens:

• In their internal CRM, they quote and manage customer data.

• In Vixiees, they organize tasks, calls, WhatsApp, and contact priorities.

Every time the status is updated in the CRM, tasks change automatically in Vixiees, keeping both systems synchronized.

“Basically, we use both: the CRM for the quoting part and Vixiees for managing calls, emails, and WhatsApp.”

— Valerio

Growth

Since implementation, team growth has been gradual and aligned with the company's geographic expansion:

each new state opening or increase in lead volume is accompanied by new additions to the sales team, and it takes us 1 click and 2-3 days until they are selling.

“It has been quite organic. As we grow by state, we hire more people and activate new licenses.”

— Valerio

Conclusion

Tu Momento managed to move from an outsourced, low-visibility model to an internal system with full control over its sales process.

Today, they manage their leads with greater precision, speed, and operational autonomy.

“Vixiees is an enabler for us.

If it disappeared tomorrow, we'd have to look for another one immediately... But we wouldn't know where.”

— Valerio, Head of Customer Success