Caso de Uso | Fermax omnicaliza su atención al cliente con Zoho Desk

Caso de Uso | Fermax omnicaliza su atención al cliente con Zoho Desk

“Zoho Desk nos ha permitido gestionar la omni-canalidad. Ahora nuestros clientes puedan comunicarse con nosotros desde cualquier plataforma", José María Vázquez, CTO de Fermax.

¡Hola, Español Zoho Community! 

Sabéis que nos encanta compartir cómo otros usuarios de Zoho utilizan nuestras aplicaciones. De esta manera, podréis inspiraros con nuevas ideas y sacar el máximo provecho a vuestras suscripciones. Hoy os traemos la experiencia de Fermax, líder en la fabricación de porteros electrónicos y videoporteros, que ha transformado su sistema de atención al cliente gracias a la implementación de Zoho Desk realizada por su partner de Zoho, Sagitaz.

Con más de 75 años de experiencia, Fermax enfrentaba el reto de gestionar la atención tanto de instaladores y distribuidores profesionales como de usuarios finales de sus productos conectados a la nube.

Con la ayuda de Sagitaz, la empresa logró integrar la omni-canalidad en su atención al cliente, permitiendo que los usuarios se comuniquen a través de múltiples canales, como teléfono, correo electrónico, redes sociales y WhatsApp. Esto no solo optimizó los tiempos de respuesta, sino que mejoró la satisfacción de los clientes, ofreciendo una experiencia más personalizada y accesible.

Principales beneficios logrados con Zoho Desk:

  • Gestión omnicanal: Comunicación fluida a través de teléfono, correo, redes sociales y WhatsApp.

  • Mejora en tiempos de respuesta: Respuesta más ágil y eficaz, tanto para clientes profesionales como usuarios finales.

  • Accesibilidad: Implementación de aplicaciones como WhatsApp para atender a usuarios sin correo electrónico.

  • Simplicidad de uso: Plataforma intuitiva tanto para el equipo interno como para los clientes.

 

"Zoho Desk nos ha permitido gestionar la omnicanalidad, facilitando que nuestros clientes puedan comunicarse con nosotros desde cualquier plataforma", comenta José María Vázquez, CTO de Fermax.

Descubre cómo Fermax optimizó su experiencia de cliente con Zoho Desk. Descarga el caso de éxito completo o escucha la entrevista y lleva tu negocio al siguiente nivel, encuéntralo aquí.


Beatriz Moya | Zoho España

Marketing Specialist



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