Waiting time reduction

The challenge Coca-Cola&#39;s bottling processing plant in Uruguay is one of the most active in South America, with 27,000 points of sale and 4 distribution centers. Coca-Cola Uruguay was facing a problem with its communication between sales agents and customers, causing inaccuracies in stock control, new demands, and product distribution. This impacted negatively their operations generating an unsatisfactory customer experience. Inspired by the success of Coca-Cola in Germany using Salesforce, they asked us to help them configure and adapt Sales Cloud to improve their sales and customer service experience. The solution We integrated Google Maps to make customer deliveries more efficient and organized. Also, legacy databases were linked into Salesforce to keep all their systems in sync. This allowed Coca-Cola to significantly reduce delivery planning times, improve customer information quality and increase their sales staff productivity, providing an end-to-end visibility process to managers and sales analysts. Agents sales service improved with each visit to customers. The results <ul><li>Agent routing automation using Salesforce and Google Maps.</li><li>Visualization of in-time activities and results for managers.</li><li>Visualization of powerful sales reports using Reports and Dashboards.</li></ul>

See how Coca-Cola speeded up their vendor's productivity by 50% with Salesforce

The challenge Cydcor wanted to expand its number of active mobile campaigns without increasing the complexity of its core systems. With this in mind, Cydcor looked up to a Salesforce consulting company that could provide a team to support these new campaigns and improve the efficiency of the existing ones. Due to past successful experiences of collaboration, Cydcor decided to team up with Hikko&#39;s Salesforce services specialists. The solution Our team worked on an integrated solution that could be adaptable to any type of campaign Cydcor wanted to launch. This approach allowed us to keep the same existing code base for all campaigns by reusing previously developed features. But our team went above and beyond, optimizing the quality of the core code. Hikko developed a close partnership with Cydcor, assessing their IT team around the best use of Salesforce’s CRM capabilities and their delivery processes, promoting best practices and improving the overall development cycle. As a result, Cydcor was able to reduce its delivery planning times, reaping the benefits of agile methodologies, thus decreasing critical issues in its workflow. Cydcor continues to work with the support of Hikko&#39;s experts in the continuous improvement of their sales campaigns. The results <ul><li>Reduced delivery planning times.</li><li>Decreased critical issues on deployment workflow.</li><li>Improved core code and developed best practices for implementations.</li><li>Streamlined campaign creation process and integrated new endpoints.</li></ul>

Learn how Cydcor reduced their selling flow times, leveraging the best of Salesforce with Hikko

The challenge The American Institute of Architects has more than 94,000 members across the US. They were looking for a trusted Salesforce Partner to integrate their product offers and sales orders into the Salesforce ecosystem, using Fonteva Productivity Framework. Furthermore, AIA needed a team that could work side-by-side with their managers in creating a roadmap to get the most out of Salesforce and turn their business requirements into effective solutions to ramp up results. This involved the implementation of a series of Salesforce products, integrations with external platforms, and configuration of different automation processes. The solution We deployed a team of Salesforce specialists to provide end-to-end support in the implementation of Sales and Order Management, event setup using Experience Cloud, and Marketing Cloud setup, rollout, and integration with Sales Cloud. Furthermore, our team performed the setup and maintenance of the Fonteva Application within Sales Cloud, integrated the customer Business Flow into Salesforce using the Lightning Platform, and prepared the Marketing Journeys. The results <ul><li>Automation of product bundling and segmentation of the offering by state and city.</li><li>Unification of operations using the same Accounts and Contact Database, being Salesforce the company data hub.</li><li>Streamlined marketing processes and improved insights.</li></ul>

How AIA uses the full power of Salesforce with Hikko

Positive reviews

The challenge Salesforce is an American cloud-based software company headquartered in San Francisco, California. It unites marketing, sales, commerce, service, and IT teams from anywhere with one integrated CRM platform that powers their entire suite of connected apps. Salesforce noticed that it was increasingly challenging to collaborate with cross-functional stakeholders, specially in the coordination of meeting logistics, and understanding key customer concerns and goals. That is why they reached out to Hikko with the following premise: how can we make sure everyone involved in a meeting is informed, prepared, and engaged? The solution Using a product development strategy, our team of specialists built, in only 12 weeks, the Executive Briefing app, turning these critical meetings into polished, collaborative experiences that provide a superior attendee experience. We extended Salesforce’s CRM functionality by linking each meeting to an Opportunity. Our team also integrated the app with Google Calendars and QUIP to present information and interact with Salesforce data in a fun and easy way. We eliminated logistical headaches for Salesforce&#39;s over 2,000 briefings, ensured everyone gets to the right meeting on time, improved in-app metrics, and helped staff prioritize and allocate resources.

See how Salesforce transformed their meetings thanks to an app developed by Hikko

Salesforce users

The challenge Thrive Global is a behavior change technology company that empowers individuals to develop lasting behavior changes in their lives. In partnership with Salesforce, Thrive was looking to integrate its wellbeing platform in SFDC for its users, leveraging the capabilities of Salesforce to drive adoption and improve healthy habits. That is why Thrive asked Hikko as a trusted and committed Salesforce Partner to help develop the app. This is how Camp B-Well, Salesforce’s own employee wellness program, kicked off. The solution We implemented a single seamless app for all Camp B-Well offerings, using the Salesforce Lightning Platform to connect Thrive APIs and Salesforce user information. To drive employee health empowerment, our team connected Thrive services to Salesforce, improving the overall experience and leveraging Big Data objects to store historical data. The goal was to align programming with Thrive B-well pillars, measuring wellbeing impact using reports and Einstein Analytics. The results <ul><li>Wearable integration for iOS and Android devices via Human API.</li><li>Latest Salesforce features used.</li><li>Integration across multiple Salesforce Clouds and Organizations.</li></ul>

Find out how Thrive and Hikko transformed Salesforce's employees wellbeing

Interactions

Reduction of waiting times

Automation

The challenge In its period of expansion in Latin America, PedidosYa faced the great challenge of maintaining the excellent customer service provided by its contact center team. By opening more markets, the number of users and daily orders on the platform grew by leaps and bounds, which meant that it was necessary to provide greater containment for any inconvenience or question that customers might have. At that moment, PedidosYa decided to contact Hikko to find a solution that would allow them to continue scaling sustainably and at the same time, improve their customer service results without the complexities of growing the team at the same pace. The solution Together, we implemented the Help Center, a customized virtual assistant for the PedidosYa desktop and mobile app that allowed the company to provide the necessary information and tools to users to be able to self-manage any type of question and transaction. The Help Center provided incredible results and helped PedidosYa to continue growing and acquiring users without affecting the experience and quality of the service provided, reducing waiting times and providing a consistent and frictionless journey.

Learn how PedidosYa managed to scale its customer service in Latam through automation

Transactions increase

Active digital clients increase

Features

The challenge In 2015, the Ficohsa sought to increase the percentage of digital customers, detecting an area of opportunity for the young population, digital natives in their social environment, but this did not extend to financial services. The goal was to provide the millennial generation with access to financial services through an agile channel such as social networks and decrease the percentage of people doing in-person operations/ The solution Our team, in partnership with Infocorp, decided to focus on 4 main pillars: simple customer registration, zero friction, accessibility without restrictions of time or geography, and user experience that would guarantee loyalty. Implementing Hikko&#39;s technology, our team created new conversational channels for Ficohsa using a single virtual assistant on WhatsApp, Facebook, and Twitter, where customers could check their banking products, make transfers, payments, and much more. In just one year of life, the product exceeded the number of registered and monthly active users with respect to the other digital channels of the bank, also systematically registering the highest digital NPS of the Group. Today, the virtual assistant has processed tens of millions of messages from clients. On the other hand, there was a very considerable increase in the number of customers who went digital compared to those who still attend physical branches. Ficohsa is positioned as one of the most innovative banks in the region and still operates with Hikko&#39;s virtual assistants.

Find out how Ficohsa digitized its customer service with Hikko's Social Banking

Channels

Transactions

Innovation awards

The challenge Banco de Bogotá is a banking entity in Colombia. Founded in 1870, it is the first of its kind in the country. It is part of Grupo Aval, the largest financial holding company in the country and one of the largest banking groups in Latin America. Banco de Bogotá had the objective of transforming its customer service into messaging platforms. The concept of virtual assistants was new and the Bank, being a pioneering and leading financial institution in Colombia, was looking to innovate by applying automation to the interaction with clients. The solution Banco de Bogotá partnered with Hikko and Infocorp to develop a virtual assistant on Twitter that allowed users to check balances, validate the data via text message, and connected seamlessly with human agents. The result was disruptive, achieving media coverage and an increase in the positive perception of the bank&#39;s image. For us, it represented the opportunity to innovate using a solid encryption system that consolidated customer trust and improved willingness to handle user data, establishing the first security protocols. Banco de Bogotá continues to grow in its digital channels with Hikko and has now Messenger and WhatsApp as automated transactional channels. The results of this implementation did not go unnoticed by Grupo Aval, which later hired Hikko and Infocorp to apply this technology to other financial institutions of the Group.

Read how Banco de Bogotá applied Hikko's automation products to its digital channels

Savings

Countries

The challenge Delivery Hero is the world’s leading local delivery platform, operating its service in 50 countries across Asia, Europe, Latin America, the Middle East, and North Africa. The company started as a food delivery service in 2011 and today runs its own delivery platform on four continents. Headquartered in Berlin, Germany, the company has more than 43,000 employees globally. After a successful experience working with PedidosYa in Latam, one of the DH&#39;s brands, the German Group decided to take our technology and expertise to the Asian market. The challenge was considerable since the Help Center had to be made available in multiple languages, integrated into the management systems of each brand, and with an infrastructure that could support millions of growing transactions per month. Delivery Hero, through brands such as foodpanda, was looking to provide a customer service that replicated its delivery experience: quick and convenient. The solution Applying our own methodology, our team identified the main points faced by each brand in its market and worked side by side with the technology teams to understand how the implementation of the Help Center should play out. The key challenges were creating a multi-language solution, integrating with internal systems, and providing a consistent experience for clients as well as support agents. Rapidly, foodpanda and other Delivery Hero brands started to see the value of the Help Center. Users could self-manage through the customer service journey thus reducing the load of tickets received by the contact center team. What is more, thanks to the integration with Salesforce, when interactions could not be automated, the Help Center seamlessly transferred the user to a live agent. The flexibility and scalability of the product allowed Delivery Hero to continue growing while messages and active daily users increased at incredible rates. After 2 years of work, Delivery Hero decided to acquire the product and a final agreement was reached with ALAN (Hikko&#39;s Co-founders&#39;s previous company).

Scaling with Hikko

Big corporations and fast-growing startups. Different sizes, different industries.
All our clients note us for being thoughtful, precise, and restless.

Clients

Explore the stories of organizations
succeeding with Hikko.

Scaling with Hikko

Big corporations and fast-growing startups. Different sizes, different industries.All our clients note us for being thoughtful, precise, and restless.

Clients

Explore the stories of organizations succeeding with Hikko.

Big corporations and fast-growing startups. Different sizes, different industries.
All our clients note us for being thoughtful, precise, and restless.

Explore the stories of organizations
succeeding with Hikko.