Expreso Brasilia

Expreso Brasilia + Sagicc: Omnichannel Service Connecting Thousands of Travelers Across Colombia

Overview Expreso Brasilia transformed its customer service operation by centralizing every channel (digital, commercial, service desk, and helpdesk) on Sagicc, enabling chatbots and voicebots for 24/7 sales and achieving complete traceability over service desk cases and operational incidents.

Key Outcomes

  • 70% of digital sales handled by automated bots
  • 100% traceability across service desk cases
  • 24/7 coverage in every service channel
  • Agile incident management with real-time visibility

About Expreso Brasilia

Expreso Brasilia is one of Colombia’s largest passenger ground transportation companies, with more than 60 years of experience connecting travelers nationwide. The company needed to modernize customer service to ensure agility and trust in every interaction.

The Challenge

Before Sagicc, service management relied heavily on manual work and spreadsheets, which led to:

  • No support outside business hours
  • Missed opportunities for digital sales
  • Lack of traceability for service desk cases and operator incidents
  • Slow processes impacting the traveler experience

The Sagicc Solution

Expreso Brasilia found in Sagicc the right platform to transform the operation by delivering:

  • Centralized control of every channel (digital, commercial, service desk, and helpdesk) in one interface
  • Chatbots and voicebots to handle sales and service desk requests
  • Always-on omnichannel experiences, guaranteeing 24/7 availability for travelers
  • Real-time visibility over incidents and case follow-up

Results Delivered

  • 70% of sales now handled through digital channels powered by bots
  • 100% of service desk cases tracked, ensuring compliance and control
  • Continuous 24/7 support across digital and voice channels
  • Greater agility and control when managing operator incidents

A Strategic Alliance

With Sagicc, Expreso Brasilia improved every service metric and modernized its relationship with travelers, delivering faster, more reliable support with full traceability.

Conclusion

Expreso Brasilia’s transformation shows how digitalization and omnichannel orchestration enable transportation companies to deliver agile, secure, and always-on service while boosting digital sales and customer satisfaction.

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