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THE COMPANY

Amper, founded in July 1992 in the city of La Paz, Bolivia, aims to provide energy solutions through quality products and services. Over time it expanded its operations by opening a regional office in Santa Cruz de la Sierra – Bolivia, the United States and Ecuador.

THE PROBLEM

AMPER operates nationwide in Bolivia. Therefore, the requirements for attention and project advice is considerable. On a typical day, AMPER sales staff and support engineers receive many requests for quotes, requests for survey visits, and engineering project consultancies. They receive and manage their incoming requests through via Outlook and telephone calls. The outdated system made it very difficult for them to integrate these requests into a domain. Unfortunately, traying other tools did not work either due to the limited resources used. Consequently, Amper faced dissatisfaction from customers as their requests were not follow up efficiently on time.

THE SOLUTION WE OFFERED

The company wanted to turn things around and have a robust customer support system that not only provided spectacular multi-channel support, but was also simple and effective. They met CRM Here!

During their evaluation phase, they tested the full functionality of CRM Here, testing a web portal. The fully customizable portal caught his eye immediately. Multi-channel support, ease of use, and KPIS for monitoring and tracking helped scale their decision to purchase CRM Here as a new customer support service.

THE BENEFITS

CRM Here helped them achieve their goal of having a single point tool to handle support across all channels. Multi-channel support helped engineers and sales staff to communicate with their customers across the departments with timely responses.

CRM Here made easier their jobs and increased productivity. They were 95% successful in expanding their customer service scale by responding to requirements faster with the help of our software

“We embrace CRM Here because it is a highly adaptable solution with a wealth of metrics that enables efficiently track and follow up on clients and agents.”

Ariel Lara
Director – AMPER Group
Industry

Energy Engineering IT Services

Location

Bolivia, Miami, Ecuador

Challenges

  • Sales systems
  • Customer satisfaction
  • Multichannel support
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