Executive summary
A leading company in the beverages and food sector in Spain consolidated its digital transformation by combining a robust CRM with Process Mining technology and applied AI. The result: a more agile commercial operation and a next-generation Customer Service.
Context and opportunity
The CPG sector is experiencing a dual pressure era: tight margins and increasingly demanding consumers. The ability to respond quickly, personalize service, and automate repetitive tasks has become a differentiating factor against the competition.
Business need
- Fragmented Customer Service with response times that needed improvement.
- Limited visibility into commercial processes for decision-making.
- Sales team without a truly integrated tool.
- Need to scale operational capacity without proportionally scaling costs.
The solution
An integrated technology strategy based on the synergy of three capabilities:
- Centralized service with full traceability of every interaction.
- 360° customer view for the sales team.
- AI agents capable of resolving basic incidents autonomously.
- Process Mining to map real processes and prioritize data-driven improvements.
Implementation
We applied a layered transformation approach, aligning the process analysis engine with the functional deployment of CRM and AI. Each initiative was prioritized by measurable business impact.
Results
- 70% of queries self-resolved (estimated) thanks to AI Agents in the Customer Service department.
- 40% reduction in average case handling time.
- 41% reduction in operational costs per incident.
- +57% improvement in first-contact resolution effectiveness.
- 5 productive AI use cases active in customer service.
True digital transformation is not about adding tools, but about orchestrating technology, data, and people with a single objective: creating value where there was previously friction.