{"id":342879,"date":"2025-08-28T14:03:16","date_gmt":"2025-08-28T14:03:16","guid":{"rendered":"https:\/\/scanda.com.mx\/?p=342879"},"modified":"2026-04-14T01:08:38","modified_gmt":"2026-04-14T01:08:38","slug":"el-impacto-de-la-inteligencia-artificial-en-servicio-al-cliente-multinacional","status":"publish","type":"post","link":"https:\/\/scanda.com.mx\/en\/the-impact-of-artificial-intelligence-on-multinational-customer-service\/","title":{"rendered":"The Impact of Artificial Intelligence in Multinational Customer Service"},"content":{"rendered":"\n[et_pb_section fb_built=\u00bb1″ admin_label=\u00bbHeader\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb use_background_color_gradient=\u00bbon\u00bb background_color_gradient_stops=\u00bbrgba(10,10,10,0.5) 0%|rgba(0,0,0,0.6) 100%\u00bb background_color_gradient_overlays_image=\u00bbon\u00bb background_image=\u00bbhttps:\/\/scanda.com.mx\/wp-content\/uploads\/2025\/08\/AI_Customer-Support.webp\u00bb custom_padding=\u00bb10vw||10vw||true|false\u00bb hover_enabled=\u00bb0″ collapsed=\u00bbon\u00bb global_colors_info=\u00bb{}\u00bb title_text=\u00bbAI_Customer-Support\u00bb sticky_enabled=\u00bb0″][et_pb_row _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb width=\u00bb50%\u00bb width_tablet=\u00bb80%\u00bb width_phone=\u00bb80%\u00bb width_last_edited=\u00bbon|desktop\u00bb max_width=\u00bbnone\u00bb hover_enabled=\u00bb0″ global_colors_info=\u00bb{}\u00bb custom_margin=\u00bb148px||||false|false\u00bb sticky_enabled=\u00bb0″][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.24.3″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_heading title=\u00bbDe caos a eficiencia: c\u00f3mo la automatizaci\u00f3n inteligente transform\u00f3 el servicio al cliente en una multinacional\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bb_initial\u00bb title_font=\u00bbInter|700||on|||||\u00bb title_text_align=\u00bbcenter\u00bb title_text_color=\u00bb#FFFFFF\u00bb title_font_size=\u00bb2.7vw\u00bb title_line_height=\u00bb1.2em\u00bb custom_margin=\u00bb||10px||false|false\u00bb title_font_size_tablet=\u00bb40px\u00bb title_font_size_phone=\u00bb24px\u00bb title_font_size_last_edited=\u00bbon|desktop\u00bb global_colors_info=\u00bb{}\u00bb][\/et_pb_heading][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00bb1″ admin_label=\u00bbVideo\u00bb _builder_version=\u00bb4.24.3″ _module_preset=\u00bbdefault\u00bb collapsed=\u00bbon\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_row _builder_version=\u00bb4.24.3″ _module_preset=\u00bbdefault\u00bb max_width=\u00bbnone\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.24.3″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_heading title=\u00bbEl reto: mejorar los SLAs en un entorno fragmentado y bajo presi\u00f3n\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bb_initial\u00bb title_level=\u00bbh3″ title_font=\u00bbInter|500|||||||\u00bb title_font_size=\u00bb36px\u00bb title_line_height=\u00bb1.4em\u00bb custom_margin=\u00bb||10px||false|false\u00bb hover_enabled=\u00bb0″ title_font_size_tablet=\u00bb20px\u00bb title_font_size_phone=\u00bb16px\u00bb title_font_size_last_edited=\u00bbon|desktop\u00bb locked=\u00bboff\u00bb global_colors_info=\u00bb{}\u00bb sticky_enabled=\u00bb0″][\/et_pb_heading][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_text _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb text_font=\u00bbInter||||||||\u00bb text_font_size=\u00bb17px\u00bb global_colors_info=\u00bb{}\u00bb]

Una empresa global, l\u00edder en la producci\u00f3n de empaques de papel con operaciones en 35 pa\u00edses y miles de clientes industriales, enfrentaba una presi\u00f3n creciente en su \u00e1rea de servicio al cliente.<\/p>\n

Aunque contaban con procesos definidos, estos estaban lejos de ser eficientes. Las solicitudes llegaban por m\u00faltiples canales \u2014correo, tel\u00e9fono, formularios f\u00edsicos\u2014 sin un formato est\u00e1ndar. El seguimiento se realizaba de forma manual, con hojas de c\u00e1lculo y correos reenviados. La trazabilidad era pr\u00e1cticamente inexistente y los responsables de cada \u00e1rea operaban con versiones diferentes de la informaci\u00f3n.<\/p>\n

Los niveles de servicio (SLAs) se deterioraban semana a semana, afectando la experiencia del cliente y generando fricciones internas.<\/p>\n

La pandemia solo agrav\u00f3 la situaci\u00f3n: la digitalizaci\u00f3n ya no era opcional. La empresa necesitaba una soluci\u00f3n urgente para automatizar sus procesos cr\u00edticos de atenci\u00f3n y transformar su operaci\u00f3n en un modelo \u00e1gil, digital y escalable.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00bb1″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_row _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_text _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb text_font=\u00bbInter||||||||\u00bb text_font_size=\u00bb17px\u00bb header_font=\u00bbInter||||||||\u00bb custom_margin=\u00bb-70px|||||\u00bb global_colors_info=\u00bb{}\u00bb]

La soluci\u00f3n: automatizaci\u00f3n orquestada con Power Platform y enfoque en experiencia<\/h3>\n

Nuestro equipo plante\u00f3 una soluci\u00f3n integral basada en Power Platform de Microsoft, combinando tres capacidades clave:<\/p>\n

    \n
  1. \n
      \n
    1. Power Apps<\/strong> para estandarizar la captura de solicitudes desde cualquier \u00e1rea<\/li>\n
    2. Power Automate<\/strong> para mapear reglas de negocio, activar flujos autom\u00e1ticos y escalar solicitudes sin intervenci\u00f3n manual<\/li>\n
    3. Power BI<\/strong> para monitorear el proceso en tiempo real con dashboards inteligentes<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

      Antes de implementar, realizamos un mapeo completo del proceso de atenci\u00f3n desde la perspectiva de cada actor involucrado: atenci\u00f3n al cliente, ventas, operaciones y TI. Este levantamiento nos permiti\u00f3 identificar fricciones invisibles y redise\u00f1ar el flujo bajo una l\u00f3gica centrada en el cliente, reduciendo pasos, consolidando validaciones y automatizando tareas repetitivas.<\/p>\n

      El equipo de automatizaci\u00f3n trabaj\u00f3 en paralelo con los usuarios clave para garantizar la adopci\u00f3n, evitando caer en la cl\u00e1sica barrera de \u201cotro sistema m\u00e1s\u201d. Gracias a la baja curva de aprendizaje de Power Platform, logramos entrenar y empoderar a los usuarios operativos en menos de dos semanas.<\/p>[\/et_pb_text][et_pb_text _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb text_font=\u00bbInter||||||||\u00bb text_font_size=\u00bb17px\u00bb header_font=\u00bbInter||||||||\u00bb custom_margin=\u00bb-70px|||||\u00bb custom_padding=\u00bb110px|||||\u00bb global_colors_info=\u00bb{}\u00bb]

      Resultados medibles: eficiencia operativa y experiencia del cliente<\/h3>\n

      A los tres meses de la implementaci\u00f3n:<\/p>\n

        \n
      • El tiempo de respuesta<\/strong> se redujo en un 35%<\/strong>, al eliminar tareas manuales y estandarizar flujos.<\/li>\n
      • Se logr\u00f3 un cumplimiento de SLA de 98%<\/strong> de las solicitudes, comparado con el 70% previo.<\/li>\n
      • El 100% de las solicitudes<\/strong> cuentan ahora con trazabilidad completa y seguimiento digital.<\/li>\n
      • El 35% de las solicitudes<\/strong> se resolvieron sin necesidad de escalar a un segundo nivel de atenci\u00f3n.<\/li>\n<\/ul>\n

        Adem\u00e1s, los tableros en Power BI permitieron a los l\u00edderes de operaciones y servicio tomar decisiones basadas en datos, priorizar \u00e1reas de mejora y visualizar cuellos de botella en tiempo real.
        El impacto no fue solo t\u00e9cnico: se logr\u00f3 mejorar la satisfacci\u00f3n de cliente y despresurizar al equipo<\/strong>, que ahora puede enfocarse en tareas de valor agregado.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00bb1″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_row _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_column type=\u00bb4_4″ _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_slider show_arrows=\u00bboff\u00bb show_pagination=\u00bboff\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb header_font=\u00bbInter||||||||\u00bb body_font=\u00bbInter||||||||\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_slide heading=\u00bbTestimonio\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb header_level=\u00bbh4″ header_font=\u00bbInter|700|||||||\u00bb header_font_size=\u00bb42px\u00bb header_letter_spacing=\u00bb2px\u00bb header_line_height=\u00bb1.7em\u00bb body_font=\u00bbInter||||||||\u00bb body_text_align=\u00bbjustify\u00bb body_font_size=\u00bb22px\u00bb background_color=\u00bbgcid-06bbf525-deec-47ef-85ed-83522196ae30″ background_enable_color=\u00bbon\u00bb custom_padding=\u00bb30px||50px||false|false\u00bb global_colors_info=\u00bb{%22gcid-06bbf525-deec-47ef-85ed-83522196ae30%22:%91%22background_color%22%93}\u00bb sticky_transition=\u00bbon\u00bb]\u201cLa diferencia es abismal. Antes ten\u00edamos que perseguir cada solicitud, hoy el proceso nos persigue a nosotros. Cada \u00e1rea sabe qu\u00e9 hacer, cu\u00e1ndo hacerlo y c\u00f3mo reportarlo. Transformamos nuestra operaci\u00f3n y la experiencia del cliente al mismo tiempo.\u201d\n\n\u2014 Gerente de Servicio al Cliente, Empresa Global de Empaques<\/em>[\/et_pb_slide][\/et_pb_slider][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=\u00bb1″ fullwidth=\u00bbon\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb global_colors_info=\u00bb{}\u00bb][et_pb_fullwidth_header title=\u00bb\u00bfTu empresa enfrenta desaf\u00edos similares de cumplimiento?\u00bb subhead=\u00bbHabla con nuestros expertos y comienza a escalar el alcance de tus SLA\u00bb button_one_text=\u00bbHAZ CLIC AQU\u00cd\u00bb button_one_url=\u00bbhttp:\/\/scanda.com.mx\/contacto\u00bb _builder_version=\u00bb4.27.4″ _module_preset=\u00bbdefault\u00bb title_level=\u00bbh3″ title_font=\u00bbInter||||||||\u00bb title_font_size=\u00bb29px\u00bb content_font=\u00bbInter||||||||\u00bb content_font_size=\u00bb19px\u00bb subhead_font=\u00bbInter||||||||\u00bb subhead_font_size=\u00bb19px\u00bb background_enable_color=\u00bboff\u00bb background_image=\u00bbhttp:\/\/scanda.com.mx\/wp-content\/uploads\/2025\/08\/Whitepaper_FInanciero-Img2.webp\u00bb custom_button_one=\u00bbon\u00bb hover_enabled=\u00bb0″ global_colors_info=\u00bb{}\u00bb button_one_text_size=\u00bb14px\u00bb button_one_text_color=\u00bb#000000″ button_one_bg_color=\u00bb#FFFFFF\u00bb button_one_bg_enable_color=\u00bbon\u00bb button_one_border_radius=\u00bb31px\u00bb button_one_font=\u00bbInter||||||||\u00bb sticky_enabled=\u00bb0″][\/et_pb_fullwidth_header][\/et_pb_section]\n","protected":false},"excerpt":{"rendered":"

        Una empresa global, l\u00edder en la producci\u00f3n de empaques de papel con operaciones en 35 pa\u00edses y miles de clientes industriales, enfrentaba una presi\u00f3n creciente en su \u00e1rea de servicio al cliente. Aunque contaban con procesos definidos, estos estaban lejos de ser eficientes. Las solicitudes llegaban por m\u00faltiples canales \u2014correo, tel\u00e9fono, formularios f\u00edsicos\u2014 sin un […]<\/p>\n","protected":false},"author":4,"featured_media":343041,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"1080","content-type":"","footnotes":""},"categories":[17],"tags":[],"class_list":["post-342879","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-casos-de-exito"],"yoast_head":"\nEl impacto de la Inteligencia Artificial en Servicio al Cliente Multinacional - Scanda<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/scanda.com.mx\/en\/the-impact-of-artificial-intelligence-on-multinational-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"El impacto de la Inteligencia Artificial en Servicio al Cliente Multinacional - Scanda\" \/>\n<meta property=\"og:description\" content=\"Una empresa global, l\u00edder en la producci\u00f3n de empaques de papel con operaciones en 35 pa\u00edses y miles de clientes industriales, enfrentaba una presi\u00f3n creciente en su \u00e1rea de servicio al cliente. Aunque contaban con procesos definidos, estos estaban lejos de ser eficientes. 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