AWARD-WINNING CASE

AWARD-WINNING CASE

AWARD-WINNING CASE

OXXO Brazil - Plusoft Integrated Solutions

Retail

Customer Service

OXXO Brazil - Plusoft Integrated Solutions

Operational efficiency with an integrated digital ecosystem

OXXO Brazil needed to integrate areas and expand the visibility of the demands in an expanding operation. In the full case, you can see how an integrated digital ecosystem supported this evolution and what lessons the project left behind.

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Challenges

With the accelerated expansion, the operation began to require more integration between areas, consolidation of information, and greater clarity about the status of the demands. The scenario also limited the generation of insights from interactions and increased stores' efforts to follow up on requests on a daily basis.

Solutions used

CUSTOMER SERVICE

Monitoring and service through public channels, for the management of regulatory complaints and reputation

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SALES automation

360° customer journey management, with intelligent routing, history and integrated service

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CHATBOT

Advanced bots and predictive intelligence, with screening automation, self-service, risk scoring

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Monitoring and service through public channels, for the management of regulatory complaints and reputation

Results obtained

Integration and unified data for the operation

Visibility of demands for teams and stores

Automation based on a digital ecosystem

Governance focused on customer experience

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Specialized curatorship of the tech ecosystem

Applied knowledge, not just conceptual

Institutional and long-term vision

Proven experience with large operations

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