In the competitive business world, adapting to change is essential for survival and growth. This is something Grupo Crossland, a company with over 60 years in the market and a diverse portfolio of businesses, has learned firsthand. From representing brands like Kawasaki and Bajaj to operating in real estate and restaurant management, Crossland has faced the challenge of integrating digital strategies into its sales approach. And they’ve done it brilliantly!
Today, we will share how this company transformed its customer service and sales model thanks to tools like WhatsApp and FlexiChat, overcoming cultural and operational challenges.
The initial challenge: Adapting to digital sales
For a traditional company like Crossland, making the leap from a sales model based on physical stores to a digital one required a mindset shift from top management down to operational teams.
“Traditionally, we sold through a well-established network, but direct sales forced us to change processes, mindsets, and adopt technologies we had never used before,” says Gustavo, one of the company’s leaders.
One of the first steps was identifying the customers’ favorite channel: WhatsApp. This platform, used by over 80% of their buyers, proved to be key in facilitating communication and purchases. However, managing it efficiently was no easy task.
Chaos of diversified channels
With the implementation of WhatsApp, Facebook, and Instagram as service channels, Crossland began losing control over lead management. Brenda Rodríguez, Head of Projects and Business Development, recalls:
“Typically, 60% of the sales team’s time was spent responding to messages and 40% creating reports to get data. We needed to automate and centralize the information.”
This is where FlexiChat comes in—a tool that not only organizes customer interactions but also offers real-time reports, enabling data-driven decision-making.
The impact of FlexiChat on operations
Implementing FlexiChat was a turning point for Crossland. Some of the immediate benefits included:
- Full visibility: They could now track how many people communicated through WhatsApp, how they were responded to, and the response times.
- Quality control: Supervising conversations improved the customer experience and standardized responses.
- Smart automation: The tool enabled more efficient decision-making flows, reducing automation levels from five to three to prevent customers from abandoning conversations.
- Data analysis: Understanding which products and colors were most in demand helped optimize inventories and advertising campaigns.
“FlexiChat allowed us to go from 200 to 18,000 conversations handled efficiently. This gave us the confidence to invest in advertising without worrying about customer dissatisfaction,” adds Gustavo Juarez, Commercial Planning and Innovation Manager.
Overcoming Cultural Challenges
One of the biggest hurdles was the cultural shift within the team. Initially, salespeople felt intimidated by the supervision of their conversations. However, management aligned corporate goals with individual objectives, showing the team that improving conversion rates would also increase their income.
Brenda highlights: “The team needed to understand that supervision wasn’t meant to judge but to improve. We also trained agents to respond quickly and with quality.”
Scaling is possible (If you know how) 🔝
Crossland’s digital growth wasn’t a coincidence. It was the result of a clear strategy based on three key pillars:
- The right tool: A platform that gives you visibility and control, like FlexiChat.
- A trained team: One that understands customer needs and uses data to improve.
- A mindset shift: Moving from chaos to efficiency requires a strategic approach.
FlexiChat isn’t just a tool; it’s a strategic partner. Its ability to adapt to our needs and offer tailored solutions has allowed us to grow and stay competitive in an increasingly demanding market.”FlexiChat helped us triple our sales. It’s not just a tool; it’s a strategic partner,” concludes Brenda.
Do you want to transform your business like Crossland?
With FlexiChat, you have a tool that not only improves your communication but also helps you sell 3X more. Follow Crossland’s lead and take your business to the next level with efficient customer service, centralized control, and measurable results.
🚀 Discover how FlexiChat can make a difference in your company. Let’s talk today!