Field experience
From working separately to responding as a team
English translation of the original Spanish publication. Original dates, authorship and documentary images are preserved.
A sales team builds shared agreements, follow-up and learning to improve coordination and customer service.
D31 · Field Notes · Published September 23, 2026
A leading insurance company in Mexico. This note offers a qualitative summary of an engagement. The publication date is separate from the case period, which is not published.
Situation
A sales team needed to improve collaboration, coordination and customer service. The challenge was to build a shared response across people and departments.
Task
Build a shared way of working that could sustain operations while advancing commercial goals.
Action
Experiential activation and HFE support to develop agreements, follow-up, leadership and collective learning. Practice connected the team’s experience with reviewing commitments and coordinating work.
Observed result
Follow-up documented adaptation to remote work, greater collaboration across departments and leaders taking ownership of the methodology.
These are observations recorded during the engagement. They do not automatically attribute all change to the support provided or establish a financial result. This summary adds no figures.
Learning
Coordination requires agreements to remain useful as working conditions change. For an organization facing a similar challenge, it is worth examining how priorities are shared, who follows up and what people learn together when reviewing what happened.
Source and scope
Information provided by the client and recorded in follow-up and closing reports.
This note is based on the authorized qualitative summary of those reports. Names, locations, individuals and internal details are omitted. Internal reports are neither published nor linked.