Revolutionizing Customer Service for a Mexican Pharmacy Group

A leading Mexican Pharmacy group sought to enhance its customer service by transitioning to a sales-oriented approach. The goal was to provide quality service, leading to the successful sale of products while maintaining high customer service standards.

Challenges

  • Deliver exceptional service to customers.
  • Increase product sales.
  • Meet and exceed fulfillment KPIs through efficient operation monitoring.

Challenges

  • Deliver exceptional service to customers.
  • Increase product sales.
  • Meet and exceed fulfillment KPIs through efficient operation monitoring.

Strategy

  • Shifted focus from pure customer service to a sales-driven model.
  • Implemented Atento Performance Management (APM) for better strategy execution.
  • Utilized advanced reporting to monitor compliance with KPIs.

Strategy

  • Shifted focus from pure customer service to a sales-driven model.
  • Implemented Atento Performance Management (APM) for better strategy execution.
  • Utilized advanced reporting to monitor compliance with KPIs.

Technology Deployed

  • Avaya for seamless communication.
  • S1 for customer service management.
  • Verint for workforce optimization.
  • Speech analytics for real-time insights.
  • Leviatan by Atento for enhanced data analytics.

Technology Deployed

  • Avaya for seamless communication.
  • S1 for customer service management.
  • Verint for workforce optimization.
  • Speech analytics for real-time insights.
  • Leviatan by Atento for enhanced data analytics.

Results

  • Conversion rate increased by 47%.
  • Service level reached 79%.
  • Customer desertion decreased by 6.43%.
  • Average handling time (AHT) was efficiently managed at 258 seconds.
  • Adherence to schedules improved to 94%.
  • Absenteeism and employee turnover decreased by 3.73% and 6.80%, respectively.

Results

  • Conversion rate increased by 47%.
  • Service level reached 79%.
  • Customer desertion decreased by 6.43%.
  • Average handling time (AHT) was efficiently managed at 258 seconds.
  • Adherence to schedules improved to 94%.
  • Absenteeism and employee turnover decreased by 3.73% and 6.80%, respectively.

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Cases

Digital care for higher satisfaction

People Analytics: Proactively Addressing Agent Attrition

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