Why Are We Still Managing Customer Service Like It’s 2005?
An Excel sheet is still the “CRM” for many organizations.
And while it may seem unbelievable, according to IMD (2021), 61% of companies still face fragmented digital processes.
This doesn’t just limit growth — it also puts the customer experience at risk.
Sound familiar?
Each service channel (WhatsApp, email, phone, social media) works independently.
Tracking relies on copying and pasting data across systems.
Reports are manually consolidated.
You don’t know how many leads you’re losing… because you can’t measure it.
Fragmentation = broken experience (and lost revenue)
When your channels aren’t integrated, here’s what happens:
| Problem | Consequence |
|---|---|
| Isolated digital channels | Duplicate work, lost information |
| Manual processes (Excel, email) | Delays, human error, lack of traceability |
| No centralized dashboards | Reactive decisions, not data-driven |
| No automation | Higher workload, limited scalability |
The Hidden Costs That CX and IT Can No Longer Ignore
For CX:
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Frustrated customers who have to repeat themselves
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Low conversion rates due to poor omnichannel experience
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Difficulty maintaining a high NPS
For IT:
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Constant effort to maintain ad-hoc integrations
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Challenges in meeting governance and audit standards
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Wasted technical resources on non-strategic tasks
According to Gartner, nearly 70% of digital transformation initiatives progress slower or with less impact than expected.
The problem isn’t the intention — it’s the execution.
The Companies That Solved This Are Playing in a Different League
At Sagicc, we work with sectors like healthcare, education, fintech, retail, and transportation.
Here are some real metrics from companies that left Excel behind and connected their entire operation with our platform:
A leader in healthcare achieved:
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18,000+ daily calls managed from a single platform
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16,000+ appointments scheduled automatically per day
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Over 90% service level
A top university achieved:
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Full lead traceability by channel and campaign
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Automated 24/7 first-level responses
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Eliminated Excel as an operational tool
A transport leader achieved:
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Over 70% of digital sales handled by 24/7 bots
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Phone and digital service automated with Voicebot
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100% PQRS tracking across all channels
These organizations didn’t just improve their service — they turned it into a competitive advantage.
What Does It Really Mean to Be Omnichannel in 2025?
It’s not about having more channels.
It’s about making those channels work together — speaking the same language and sharing the same data.
With Sagicc, you get:
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One place to manage WhatsApp, calls, email, social media, web chat, SMS, and more
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Native integration with your systems (CRM, ERP, Helpdesk)
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Real-time dashboards with metrics by channel, agent, campaign, or stage
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AI-powered automation for repetitive tasks, reminders, follow-ups, surveys, and case tracking (PQRS)
The result: fewer errors, faster response times, better experiences, and higher conversion rates.
What If You Could Try It with Zero Risk?
If you’re ready to stop operating like it’s 2005, we can show you how we’ve already solved this for businesses like yours.
Let’s schedule a free diagnostic session with our team of specialists.
