ISDIN – Redefining omnichannel customer service

CRM & Marketing Automation to Connect
Retail

Achievements

35% reduction in MTTR (Mean Time To Resolution)
42% improvement in First Response Time (FRT)
28% increase in Customer Satisfaction Score (CSAT)
20% reduction in Average Handle Time (AHT)

Boosting numbers for every company

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Overview

We supported ISDIN, a global leader in dermocosmetics, in optimizing and scaling its customer service across multiple countries and languages, consolidating all interactions in a centralized, efficient system.

Deliver omnichannel customer service in more than five languages
Centralize B2B and B2C interactions
Increase supervisor visibility over workloads and case statuses
Improve response times and provide personalized customer experiences

ISDIN aimed to transform its customer experience into a truly efficient omnichannel model.

By centralizing interactions, optimizing processes, and providing supervisors with full control over agents and cases, we enabled faster, more effective, and personalized support for a global client base.

We'll tell you all about it

“Thanks to this omnichannel transformation, we have achieved more efficient, integrated, and multilingual support. Our teams and customers are already noticing a significant improvement in speed, efficiency, and service quality.”

ISDIN Client

Solutions

Collaborative design01

Worked closely with ISDIN teams to understand B2B and B2C workflows, creating a solution tailored to their operations

Skills-based intelligent routing02

Automatically assigned cases to the most qualified agent based on language, request type, country, channel, and case category

New messaging channel activation03

Integrated WhatsApp, Apple Messages, Facebook Messenger, and web chat across 15+ countries

Automation with smart bots04

Developed intelligent, personalized bots to collect key information and route cases to agents only when necessary

Supervision tools05

Built dashboards and panels giving supervisors full visibility over team performance metrics and case status

Consulting
Salesforce Service Cloud development and configuration
Omnichannel setup
Custom process development
User training
Adoption support

35% reduction in MTTR (Mean Time To Resolution)
42% improvement in First Response Time (FRT)
28% increase in Customer Satisfaction Score (CSAT)
20% reduction in Average Handle Time (AHT)
100% automation in multichannel routing, including 45+ active channels
23% fewer escalated cases thanks to skills-based routing
10% decrease in abandonment rate before being attended
60+ agents monitored via intelligent supervision dashboards
Seamless, multichannel conversational experience reducing abandonment
Increased operational visibility for supervisors with full control over pending, active, and closed cases
Faster, more efficient, and personalized service enhancing customer satisfaction
30 WhatsApp numbers, 13 Facebook accounts, 1 Apple channel, multiple bots active in 15+ countries