English (US)
Case Study
We unify your global operation so that each channel you will speak with only one voice: that of your brand.
Challenge and Solution
Challenge and solution
One of the global tool giants faced a common challenge in companies of its size: multiple countries, multiple channels, multiple providers and a single brand trying to sound coherent.
Su customer support was fragmented, leading to inconsistent experiences for users and distributors. The challenge was to unify this multichannel operation, without losing scalability or closeness.
At Tres Pi, we design a solution that is up to the challenge: an omnichannel architecture based on Zendesk Which connected more than 80 telephone lines, 150 websites and 550 agents around the world, creating a seamless and continuous experience at every touchpoint.
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Methodology and Tools
METODOLOGÍA Y HERRAMIENTAS
Methodology and Tools
Zendesk as a global base of operations:
We unify care across multiple regions from one place: phone, chat, WhatsApp, networks, email. All integrated.
Connected architecture, designed to scale
We build an ecosystem where Zendesk acts as the operating core. Through our own middleware and API connectors, we integrate key tools such as SAP, Reclame AQUI, Mercadolibre and internal brand systems. Now every request flows intelligently, regardless of channel or country.
Real-time channels, flows and data
We manage multiple channels with Sunshine Conversations from Zendesk, from WhatsApp to mobile apps. We implement flows with surveys (CSAT, NPS), automation and data intelligence to improve every conversation and make context-based decisions.
Fast deployment, lasting impact
In just 3 months, the client launched its new service ecosystem throughout Latin America. Then came the world.
Zendesk as a global base of operations:
We unify care across multiple regions from one place: phone, chat, WhatsApp, networks, email. All integrated.
Connected architecture, designed to scale
We build an ecosystem where Zendesk acts as the operating core. Through our own middleware and API connectors, we integrate key tools such as SAP, Reclame AQUI, Mercadolibre and internal brand systems. Now every request flows intelligently, regardless of channel or country.
Real-time channels, flows and data
We manage multiple channels with Sunshine Conversations from Zendesk, from WhatsApp to mobile apps. We implement flows with surveys (CSAT, NPS), automation and data intelligence to improve every conversation and make context-based decisions.
Fast deployment, lasting impact
In just 3 months, the client launched its new service ecosystem throughout Latin America. Then came the world.
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TEAM
TEAM
At Tres Pi, we believe in synergy. This project brings together specialists in architecture, integrations, customer experience and continuous support, all focused on a common goal: that the end user feels well accompanied, no matter where you wrote, called or inquired from.
Results
Results
This transformation was much more than a technological migration: it was a strategic evolution. They went from having an operation fragmented by region and channel to a unified platform that connects agents, data and users in more than 10 countries. Today, every interaction flows with clarity, efficiency and context, which has elevated the customer experience and optimized global resources.
An experience that connects without complication. With a solid strategy and an agile implementation, our client left fragmentation behind to offer a truly integrated care. Today, every conversation flows naturally, no matter the channel, language, or region. At Tres Pi, we don't just connect platforms. We design experiences that feel simple, human and well thought out. Because when everything flows, it shows. And that's what moves us.
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