Overview
Grupo Dico unified every service channel with Sagicc, delivering an end-to-end experience across purchase and post-sales journeys. Thanks to full traceability and an easy-to-use platform, the company boosted customer satisfaction and internal efficiency.
Key Outcomes
– Comprehensive support across every step of the purchase and post-sales process
– Higher customer satisfaction through traceable orders, cancellations, and deliveries
– Unified channels enabling agile responses from any touchpoint
About Grupo Dico
Grupo Dico is a leading Mexican retailer specializing in furniture and home goods. With more than 50 years of experience, it has helped millions of families furnish and refresh their homes, delivering a complete experience from in-store visits to delivery and post-sales service.
Starting Point
Dico set out to deliver a modern, close, and agile customer experience across every stage of the buying journey. Before Sagicc, service was fragmented and lacked the flexibility required to support customers from the first interaction through post-sales.
«We needed a tool that would help us provide comprehensive service tailored to our customers’ needs throughout sales and post-sales.»
>
— Cristian Miguel Gutierrez, Infrastructure Manager, Grupo Dico
Looking for a Partner, Not Just a Vendor
Amid its customer experience transformation, Grupo Dico found in Sagicc a strategic partner able to adapt to business needs, integrate every contact channel, and support each step of the customer relationship.
«For us, Sagicc is more than a provider. It is a business partner that walks with us through every improvement to customer service.»
Transforming Operations and Results
By implementing Sagicc, Grupo Dico achieved:
– Continuous guidance for customers across purchase, delivery, post-sales, and cancellations
– One-stop service regardless of the channel (store, phone, WhatsApp, email, web chat)
– Higher customer satisfaction thanks to traceability and clear follow-up at every step
– Faster internal processes due to Sagicc’s intuitive interface
«The main advantage is being there for customers the way they deserve, present for any process: purchase, cancellation, follow-up, or delivery.»
Capabilities That Powered the Change
– Omnichannel service to reach customers on any channel
– Integrated management across sales, post-sales, cancellations, and follow-up
– Easy adoption so internal teams could use the platform quickly
– Real-time reporting to monitor service times and quality
A Relationship Built on Trust and Growth
Grupo Dico highlights Sagicc’s ease of use, close support, and human-centered approach as key factors behind the alliance’s success.
«I would describe Sagicc as a team of professionals who understand us, stand by us, and support every step we take to improve customer service.»
Conclusion: A Strategic Ally for Retail
Grupo Dico’s story shows how Sagicc can transform retail customer care, providing an omnichannel experience that supports the customer from the first contact through post-sales with closeness, efficiency, and trust.
Resources
– Website: dico.com.mx