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Success Stories - MDY
How MDY optimized their multichannel support for Mexico's top 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 customer. It's an essential tool in our operational stack."
Valentín Reyna Vásquez
Innovation and Technology Manager, MDY
Omnichannel Transformation at MDY with AI
The Challenge
MDY faced key challenges related to their multi-channel operation:
- • Each channel (WhatsApp, Messenger, Webchat) operated in isolation
- • Impossible to dynamically distribute conversations among agents
- • No chat history or traceability per customer or brand
- • Operations couldn't scale without losing control or metrics
The need was clear: implement a centralized omnichannel platform that offered visibility, productivity and flexibility for each of their clients.
The Solution
Omnichannel console for multiple brands and agents
With DigyBot's implementation, MDY unified WhatsApp, Facebook Messenger, Telegram and WebChat channels into a single web platform. This allowed multiple agents to handle conversations from the same line, without interference, accessible from any internet-connected device.
Complete traceability and quality control
Every conversation was recorded, tracked and available for analysis, ensuring complete auditing, SLA compliance and historical interaction tracking. This visibility was key for corporate accounts demanding reports, control and continuous improvement.
Project and channel scalability
The solution easily adapted to different brand projects, allowing creation of separate users, queues and configurations. With this, MDY scaled operations without additional tools or complex licenses.
End customer experience
By centralizing support, end users of brands served by MDY began receiving faster, more consistent responses, with some automation, reducing human workload and improving satisfaction rates.
Results Achieved
| Key KPI | Result |
|---|---|
| Support automation | 60% of initial messages handled by bots |
| Operational workload reduction | 40% less agent overload |
| Average response time | Under 2 minutes |
| Resolution rate increase | +25% first-contact resolution |
| Complete customer history | 100% of contacts registered |
| Brand and flow adaptation | 100% scalable without reconfigurations |
About MDY
MDY is one of the largest BPO companies in Latin America, with operations in Mexico, Peru, and Colombia. It has over 3,900 workstations distributed across 10 business units and a client portfolio that includes some of the most recognized brands in the region.
Their focus has been on providing customer service and technical support solutions through multiple channels. However, in recent years, clients began demanding faster responses, more modern communication channels, and complete conversation tracking - capabilities that traditional platforms couldn't provide.
📍 Location
Mexico, Peru, and Colombia
🏢 Industry
BPO - Contact Center and Customer Service
⚙️ Primary Use
Unified messaging console, omnichannel for multiple brands, traceability and agent productivity
60%
Automation
Initial messages handled by bots40%
Less overload
Reduction in agent workload2'
Response time
Average across all channelsWhy MDY chose DigyBot?
Unified Console
Multi-channel management from a single web platform
Multi-brand
Management of multiple brands and parallel flows
Complete Control
Audit and reports per agent and channel
Fast Adoption
Accelerated implementation with minimal learning curve
Scalability
Robust infrastructure for massive operations
24/7 Support
Specialized technical support always available
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