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Success Stories - Bepensa
🥤 How Bepensa, Coca-Cola Mexico bottler, reduced response times by 50% with DigyBot's conversational AI
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👥 About Bepensa
Bepensa is one of the leading bottlers for The Coca-Cola Company in Mexico and the Dominican Republic, serving over 350,000 clients across multiple points of sale. The group also operates in automotive, financial, and industrial sectors.
With large-scale operations and a focus on innovation, Bepensa sought a technological solution to optimize customer service, particularly for refrigerator maintenance used in convenience stores, supermarkets, and restaurants.
Website
Industry
Beverage manufacturing and distribution
Primary Use
Technical support and HelpDesk automation
Location
Mexico, USA and Dominican Republic
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70%
Automated interactions
Technical support with ABI Services50%
Reduced response times
Increased operational efficiency100%
Zendesk integration
+ AWS infrastructure"Thanks to DigyBot, we can now handle customer requests quickly and efficiently. The reduced response times and customer satisfaction speak for themselves."
Customer Service Director
Bepensa
Digital Transformation at Bepensa with AI
🚧 The Challenge
As Bepensa grew, so did the volume of technical and commercial requests. The team faced three main challenges:
- • Thousands of monthly incidents without automation, primarily regarding refrigerators at points of sale
- • Extended response times due to manual processes
- • Lack of a centralized communication channel, causing inefficiency and loss of traceability
This directly impacted customer experience and the technical team's productivity.
🤖 The Solution: DigyBot, a Conversational AI Platform
Bepensa partnered with Digyto Solutions to implement DigyBot, an omnichannel solution powered by artificial intelligence, natural language processing (NLP), and integrated with Zendesk.
Key channels and tools:
📈 Achieved Results
After implementing DigyBot, the results were outstanding:
- • ✅70% automation of technical support requests
- • 🔽50% reduction in response times
- • 💬24/7 support with consistent service
- • 📈Significant improvement in customer satisfaction
- • ⚙️Scalability to handle thousands of monthly interactions without expanding the team
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