On Thursday, 26/09/2024, the trophy ceremony took place at 30th edition of the ABEMD Award. Plusoft attended the event and brought Four prizes with projects developed in the categories “Customer Service” and “Cross-Sell and Up-Sell”, in partnership with Unimed Campinas, Unimed VTRP (Taquari Valley and Rio Pardo), Estée Lauder Companies (MAC) and Pay Less Supermarkets.
Award-Winning Cases in Customer Service: Unimed Campinas and Unimed VTRP
In projects with Unimed Campinas and Unimed VTRP, the focus was on evolving customer service in a scenario with a high volume of requests in “Contact Us”, accumulation of complaints and waiting time that could extend to days. The context also included many attempts to contact by call, with a delay in returning the patient.
With the deployment of chatbot (Plusoft AI), a relevant part of the negotiations started to be resolved In a few hours, reducing response time and directing the human team to cases that required specific analysis.
Results observed in the process (direct effects of the new flow):
- reduction of response time in recurring demands;
- improvement in the patient experience for requests with quick resolution;
- focus of the team on incidents that require specialized treatment.
Award-Winning Cross-Sell and Up-Sell Cases: MAC and Pay Less Supermarkets
MAC (Estée Lauder Companies): launch of skincare with CRM strategy
Na MAC, an established makeup brand, the challenge was to launch a skincare line, encourage the purchase of new products and promote repurchase of items already used by the customer. The execution took place with gunshots from SMS and email via Plusoft MKT Suite, guiding communication for the conversion and continuity of the relationship in the CRM.
Pague Menos Supermarkets: launch of a new store with segmentation and progression of offers
No Pay Less Supermarket, the objective was to launch a New unit without compromising the sales of existing stores. The campaign was carried out via email (Plusoft MKT Suite) With an audience hyper-segmented and a logic of progressive offers, released every 72 hours, to guide buying behavior throughout the activation period. The result was a incremental revenue higher than expected by the operation.
What do these awards represent for Plusoft and for customers
The four trophies reinforce the consistency of the work applied to the projects, focusing on execution, operation, and value generation for each service and CRM context. The results also reflect the teams' involvement and collaboration with each client on journey, communication, and performance challenges.
Do you want to delve into the cases and understand how to apply this model to your operation? Talk to a Plusoft expert now.
