GBM boosts service capacity with omnichannel tech integration

GBM, one of the leading brokerage firms in Mexico, took a major step forward in 2021 with the launch of GBM+, a platform that enabled any Mexican to invest with amounts lower than traditionally required. This innovation aimed to turn Mexico into a nation of investors, but it also posed a significant challenge: serving a mass market with diverse needs.

To address this challenge, GBM partnered with Pentafon, a contact center in Mexico with proven experience in high-volume customer service and the integration of technology-driven solutions aligned with their growth objectives.

The solution was the implementation of a customer engagement model based on omnichannel technology. Transitioning from a traditional service model to a digital one allowed GBM to integrate its CRM and dialer into a centralized platform. Additionally, they implemented a video interview cell, expanding contact channels and personalizing the user experience. These improvements increased GBM’s service capacity by 70%.

Thanks to the adoption of an omnichannel model and collaboration with a Mexican contact center, GBM not only scaled its operations but also maintained cultural and linguistic proximity with its users—an essential factor for delivering empathetic and effective service.

Omnichannel strategy has become a key component for companies aiming to deliver consistent and seamless experiences across multiple channels. With this approach, customer interactions become more agile and effective, allowing businesses to meet the demands of an increasingly sophisticated market. For example, customers can start an inquiry on one channel and continue it on another without losing context.

GBM’s success story demonstrates that adopting omnichannel technologies not only improves operational efficiency but also enhances customer satisfaction. In a competitive environment, the ability to adapt quickly and offer personalized service makes all the difference.

Ultimately, digital transformation is not just about adopting new technologies—it’s about aligning these tools with customer needs and expectations. GBM has shown that a well-executed strategy can turn challenges into opportunities, positioning itself as a benchmark in Mexico’s financial sector.

This approach also highlights the importance of training internal teams to use new technologies effectively. Training ensures optimal use of the tools implemented and empowers employees to deliver exceptional service, strengthening customer relationships.

Technology, combined with the right strategy, can completely transform the service experience. At Pentafon, as a contact center in Mexico, we continue to drive innovative solutions that fuel our clients’ growth. We’re ready to help you turn your challenges into opportunities.