Elevating the B2B Experience:
A successful alliance for special clients.
Results
Challenge
In 2015, one of Argentina’s top three telecommunications companies approached Apex seeking a specific and challenging solution: providing quality support for its corporate clients, demanding high technical capacity, as the brand’s first outsourced operation. Representatives needed to be highly trained to provide accurate responses, as well as support and listening. It was also necessary to design a dashboard to measure and improve service performance.
Solution
From the outset, we implemented a comprehensive and evolving solution, redefining the B2B experience. We formed a highly trained team that not only addressed immediate demands but also anticipated and surpassed future needs. Initially, we provided Customer Care service for small and medium-sized enterprises, and after three years, we transformed the relationship by offering a comprehensive end-to-end service that includes Large Clients, Networks, Surveys, Performance Monitoring, Video Calls, and more, now comprising an operation with over 300 service representatives and an average monthly service of over 35,000 hours.
Value Added
With Apex Omni, we integrated omnichannel technology, Customer Voice consulting, and Customer Journey Mapping, and management of the entire digital services chain to offer personalized solutions tailored to the specific needs of our corporate clients. This allowed us to ensure brand reputation and guarantee a balance between consumer freedom of expression and excellence in the digital customer experience.
Results
Since the implementation of Apex Omni, we have significantly improved the B2B experience, as demonstrated by our key results. With exceptional NPS in both voice and digital measurements, a 99% service quality, and being the leading provider of technical services and Large Clients, we have established a standard of excellence that has positioned Apex as the ideal strategic partner for corporate clients seeking comprehensive and efficient solutions.