Innovative and
flexible Back Office:
A tailor-made service for new business models
Results
Challenge
n 2020, our client, a leader in bakery and frozen dough products in Chile, faced difficulties in post-sale claims management and order processing, lacking a structured system that could ensure customer satisfaction and efficiency. To address these challenges and optimize customer experience, the company partnered with Apex America to implement its first call center and improve its service model. The challenge included not only structuring an efficient system from scratch but also ensuring a high standard of quality and responsiveness to meet our partner’s expectation
Solution
Apex America began the collaboration by establishing an initial team of five positions to manage post-sale claims, supported by CRM tools and data analysis that provided performance visibility and control. Following the success of the customer service model, the company expanded the partnership to include order-taking in 2020 and subsequently key account management in 2021. To optimize the process, Apex designed a custom business model to adapt to the sector’s complexities, incorporating both geographically segmented sales and a second dialer to improve contact effectiveness with clients. This strategy allowed Apex to offer a flexible service focused on adapting to and supporting the client’s new business models.
Value Added
The partnership between our client and Apex has evolved to include customized solutions that maximize efficiency and impact on sales. Apex has demonstrated its ability to adapt to the client’s changing needs, providing an innovative approach in geographically segmented order-taking and strengthening proximity with customers. Additionally, we have become a true strategic partner, supporting the company in launching new products and business models, adding value at every stage of the process.
Results
This collaboration has delivered remarkable and sustainable results in the operation. Apex achieved a 54% improvement in client contactability, a 57% increase in sales effectiveness, and optimized traceability and claims management, reducing the error rate. Additionally, thanks to the segmented operation model, customer satisfaction has increased, and ties with strategic client accounts have strengthened. Daily communication and operational transparency solidify the success of this collaboration, positioning Apex as a key ally in our client’s business growth and innovation.