After more than a decade of shared innovation in customer journey management, Nestlé Mexico turned to Teleperformance once again to help transform its in-house sales organization into a digital sales operation. This involved transforming Nestlé’s face-to-face, in-house sales into an omnichannel, digital-first operation.

In 2020, when they wanted to optimize their sales organization, Teleperformance implemented a smart digital-first solution that minimizes costs while generating more than $200M in just three years.

Omnichannel, digital sales solution with automated dialing and digital channels: WhatsApp, chatbot

• Virtual shopping cart for customer experts to offer promotions by customer type by cluster, and by region
• Client segmentation based on purchase frequency and drop size
• Customer Experts skills paired with each customer's preferences
• Macro portfolio per group of 15 agents
• Script and offer aligned to sales strategy
• Real-time reports based on advanced analytics