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What were the challenges?
What have we done?
What results have we achieved?

What were the challenges?

Offer personalized service in the official channels of the company, understand the adherence of different types of audiences and turn SAC into a support interaction channel for eventual corrective actions in the strategy, distribution or products

What have we done?

  • Implementation of the omnichannel plusoft Omni CRM solution
  • Integration of all company contact channels with consumers
  • Dashboards accessible through different devices

What results have we achieved?

  • 97% of the demands resolved after first contact
  • Average Service Time (TMA) shows 2 minute reduction in telephone contact
  • Real-time access to the operation's dashboards, bringing agility and assertiveness to decision making.