Overview
Ultracem is one of the most innovative cement companies in Latin America. It connected Customer Service, Collections, and Logistics with Sagicc and its bot Vanesa to answer inquiries and track orders and dispatches.
Key Outcomes
- 30,000 interactions/month
- 24/7 available support
- 60 active licenses
A Single Conversation for Service, Collections, and Logistics
“With Sagicc and Vanesa, we transformed our customer care, automating thousands of monthly inquiries, improving dispatch tracking, and providing a much more agile experience.”
— Iveth Gomez, Digital Channel Director
The Challenge
Independent tools and channels scattered information across departments. Checking orders, accounts receivable, or dispatches required manual coordination, reduced visibility, and increased response times.
The Solution with Sagicc
Sagicc brought together WhatsApp, Facebook, Instagram, Email, Web Chat, SMS, and Telephony. Vanesa, available as an AI-powered chatbot and voicebot, answers inquiries, checks information, and escalates specialized cases.
- 60 active licenses for Customer Service, Collections, and logistics tracking.
- Initial implementation completed in approximately two months.
- Order, collections, dispatch, and delivery inquiries managed from a single connected experience.
- 24/7 continuous care with seamless escalation to agents.
Before and After
| Before | With Sagicc |
|---|---|
| Dispersed tools, channels, and information | 7 channels coordinated on a single platform |
| Manual tracking across different teams | Online access to orders, dispatches, and collections |
| Delays in response times | 24/7 care powered by Vanesa |
Connect Every Order with a Clear Answer
Centralize channels, automate inquiries, and deliver seamless service, collections, and logistics information to your customers.
Ultracem’s experience demonstrates that omnichannel management and automation are essential for scaling operations in international markets, driving greater sales efficiency and faster service for the end customer.