Success Stories - MDY
How MDY optimized its multichannel customer service for Mexico's most important brands with DigyBot
"DigyBot allowed us to scale without losing control. Today we manage thousands of conversations from a single place, with traceability and quality for each client. It is an essential tool in our operational stack."
Omnichannel Transformation at MDY with AI
The Challenge
MDY faced key challenges related to its multichannel operation:
- •Each channel (WhatsApp, Messenger, Webchat) operated in isolation
- •It was impossible to dynamically distribute chat conversations among agents
- •There was no traceability or chat history per client or brand
- •The operation could not scale without losing control or metrics
The need was clear: implement a centralized omnichannel customer service platform that offered visibility, productivity and flexibility to each of its clients.
The Solution
Omnichannel console for multiple brands and agents
With the implementation of DigyBot, MDY integrated WhatsApp, Facebook Messenger, Telegram and WebChat channels into a single web platform. This allowed multiple agents to serve from the same line, without interference and with conversations from a team connected to the internet.
Total traceability and quality control
Each conversation was recorded, traced and available for analysis, ensuring complete audit, SLA compliance and tracking of historical conversations. This visibility was key for corporate accounts that demand reports, control and continuous improvement.
Scalability by project and channel
The solution easily adapted to different projects per brand, allowing the creation of separate users, queues and configurations. With this, MDY scaled its operations without the need for additional tools or complex licenses.
End customer experience
By centralizing customer service, end users of the brands served by MDY began to receive faster, more consistent and automated responses in some cases, reducing the burden of human work and improving the satisfaction rate.
MDY Results
Discover the KPIs that transformed their operation
Detailed Impact KPIs
| Key KPI | Result |
|---|---|
| Service automation | 60% of initial messages managed by bots |
| Operational load reduction | 40% less agent saturation |
| Average response time | Less than 2 minutes |
| Increase in resolution rate | +25% on first contact |
| Complete customer history | 100% of contacts registered |
| Adaptation by brand and flow | 100% scalable without reconfigurations |
About MDY
MDY is a leading company in contact center and BPO (Business Process Outsourcing) services in Mexico, specialized in offering multichannel customer service solutions for the country's most important brands. With an operation that handles thousands of daily conversations through multiple digital channels, MDY requires robust tools that allow scaling without compromising service quality.
The main challenge was to centralize the management of WhatsApp, Facebook Messenger, Telegram and WebChat on a single platform that offered complete visibility, traceability of each conversation, SLA control and the ability to serve multiple projects and brands simultaneously, without losing operational efficiency.
Website
mdybpo.com ↗ ↗Industry
Contact Center and BPO
Main Use
Multi-Project Omnichannel Console
Location
Mexico - National Operation
Why MDY chose DigyBot?
Unified Console
Multichannel management from a single web platform
Multi-brand
Management of multiple brands and flows in parallel
Total Control
Audit and reports per agent and channel
Fast Adoption
Accelerated implementation and minimal learning curve
Scalability
Robust infrastructure for massive operations
Permanent Support
Specialized technical support 24/7
Do you want to provide quality service without delays to your customers?
It's time to try DigyBot!
Request your free trial to discover all the benefits of a multi-agent and multichannel platform for your company.