Table of Contents
1 The challenge of adapting to the present?
2 The digital transformation process
3 Information to improve the service
4 Accompaniment of professionals
5 The satisfaction that results give
The challenge of adapting to the present
In 1961 El Crisol was born, a company that markets supplies for laboratories that today specializes in instruments, materials and equipment for more than 30 types of industries, including food, pharmaceuticals, agriculture, metallic and non-metallic mining, petrochemicals, beverages and environmental control, as well as universities, research and health centers.
For a company that serves more than 8,000 customers through different channels , it is essential to provide them with the best experience and the best service. The main avenue of attention has been the voice and, although historically the telephone system they had was sufficient, the digital transformation and the desire to stay ahead required stronger tools to offer a competitive advantage.
The key factor to compete in this market is service. The challenge is how to measure it. Technology must be implemented that qualifies the efficiency, productivity, failures or shortcomings of our people, said Rodolfo Camargo, commercial director of El Crisol.
The digital transformation process
In 2015 the changes of the company began. New systems and reengineering were projected in search of a company based on processes, controls, measurements and standardizations. In 2016 the IT department reviewed options from different brands for modernizing telephony. The challenges were to overcome the technological obsolescence of the company. As well as modernizing its communications to establish a contact center that would offer a very high quality service.
Then the rapprochement with Evox took place. The initial diagnosis of our commercial consultant Gerardo Márquez determined that the switch was obsolete, it did not have IP technology and due to the volume of its activity a switch was not enough, they needed a distributed contact center and a redesign of their network. They were offered a solution that included Avaya IP Office Contact Center, Avaya switches, and a mobility tool.
For implementation, the firm did not have the network infrastructure and adequate internet service to maintain the system. Some branches were made from scratch. A radical change had to be made to have adequate internet bandwidth to support the telephone line. With the structural cabling systems, an expansion had to be made both in Mexico City and in branches . With this, the switch was installed in the matrix, from where remote service is provided to other entities.
Technological solutions that save lives, FUCAM_EVOX
Information to improve the service
System analytics were an essential factor in implementing Avaya technology. In the past, El Crisol had no way to record incoming and outgoing calls, duration and, especially, did not have a business intelligence panel to detect areas of opportunity.
According to Rodolfo Camargo, the main value provided by the solution is the objectivity of a tool that measures the quality of service. “Knowing how we serve our customers by phone gives us a competitive advantage . Each site has the same reception recording, we can monitor calls in real time, do random quality control tests, obtain indicators and define what is being done well and where the service is not ideal and we have to train. This is how we make adjustments and ensure that the client receives the best service in any area to which it communicates. This is the essential part and the key to the success of the business ”.
Versatility played a key role in selecting Avaya technology. Now El Crisol salespeople have an Avaya softphone on their cell phone that connects them to their branch efficiently and quickly by dialing only 4 digits. In addition, thanks to the scalability of the system, the company can grow to 40 locations and 300 agents without problem.
Accompaniment of professionals
After so many years of working in the same way, the digital transformation presents some expressions of resistance. In this regard, the sales manager of the headquarters of El Crisol in Mexico City, Alejandro Ríos, commented: Evox offered us the advisory service of Contact Center specialists for the implementation , and he led us by the hand so that our people I could 100% use this new tool. Today is a test passed.
Success story: Contact Center in the automative industry
As of today, call handling has increased between 30 and 40% . From his perspective, the incorporation of technology represents an organizational change, because now there is a bird on the wire, because at any moment the supervisor can listen to the conversations of the agents with the clients. With the addition of the Avaya Contact Center, user complaints were reduced to a minimum. The number of calls that are missed or unanswered are very few and the waiting time has been reduced considerably.
The satisfaction that results give
Being part of a virtuous circle is a special satisfaction, in this experience the technological solution for our client resulted in benefits for theirs, and the success story of El Crisol is summarized in the words of the commercial director Rodolfo Camargo: “The investment for modernizing El Crisol in systems, telephony, processes and business strategy are giving us results ”.
If your company is about to start the digital transformation process or are on the way, we invite you to learn about our success stories and the tools that have made it possible.