How Hyperpersonalization & Omnichannel Strategies Reduced AHT and Boosted Cross-Selling

At Pentafon, our continuous pursuit of innovative solutions and process optimization has translated into tangible impact for our clients. By integrating advanced technologies such as omnichannel strategies, artificial intelligence (AI), and predictive analytics, we have achieved outstanding results that have transformed both operational efficiency and the customer experience.

1. Omnichannel in Action: Efficiency and Empathy in Critical Moments

One of our key success stories took place in the insurance sector, where we partnered with one of the largest insurers in the country to optimize claims management and roadside assistance. The initial challenge was to reduce average handling time (AHT) and improve location accuracy during critical moments—ensuring a positive customer experience.

Challenges:

Inaccurate location sharing: Only 20% of policyholders were able to share their location correctly via SMS.
High AHT: The average handling time reached 476 seconds due to inefficient processes.
Impact on customer experience: Location errors increased customer frustration.

Strategy Implemented:

Geolocation via WhatsApp using META-approved templates, achieving over 90% location accuracy.
CRM automation to integrate location requests, reducing AHT by 22% and improving operational efficiency.
Operational scalability by expanding the solution from an 8-agent pilot to the full operation.

Key Results:

NPS reached 75.2%, improving service perception.
CSAT exceeded expectations at 88.8%.
AHT reduced from 476 seconds to 370 seconds, enhancing efficiency.
Abandonment rate dropped from 4.9% to 2.7%.
Agent turnover decreased to 7.5%, driven by higher team engagement.

2. Turning Retention Into Sales: Innovation That Drives Value

Faced with the challenge of reducing cancellations and increasing cross-sell opportunities, the implementation of AI, automation, and advanced analytics helped optimize the retention and sales strategy—achieving exceptional results.

Challenges:

High cancellations: 30% of customers canceled within the first 12 months.
Delayed follow-up: The 48-hour contact window led to loss of interest.
Low renewal conversion: Only 60% of customers renewed on the first attempt.

Strategy Implemented:

Predictive models to identify at-risk customers with 85% accuracy.
Omnichannel automation via WhatsApp, SMS, automated calls, and email—reducing response times by 60%.
Personalized offers using AI to tailor discounts and benefits in real time—increasing retention offer acceptance rates from 25% to 52%.

Key Results:

91% customer retention, cutting cancellations by 50%.
40% increase in cross-selling, boosting revenue without increasing costs.
Response time reduced from 48 hours to just 2 hours.
95% improvement in customer satisfaction, with survey results reflecting faster, more effective experiences.

These success stories show how technology-driven solutions—combined with strategic focus and flawless execution—can transform both operational performance and the customer journey. By integrating omnichannel tools and automation, we not only improved retention, but turned it into a key driver of growth.

The impact of our strategies and innovations was recognized at the Global CX Forum 2025, where Pentafon stood out as the company with the most National Awards and Gold Honors—highlighting our leadership in delivering solutions that elevate customer care and sales excellence.

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