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From the ashes of a fire-ravaged business in 1921, Cacharreria Mundial grew to become a welcomed name among retail store operators in 900 of Colombia's 1,300 villages. But by 1996, the competition was getting closer and their marketing model required significant changes as people became more familiar with computer and telecommunication technology.
Mundial's systems vendor, the Latin American Software Co. (LASC) of Bogotá, recommended linking the Cincom Encompass Call Center Solution to Mundial’s Progress database, enabling agents to consult client records as the clients place orders, check order status, arrange shipments, and negotiate payments — all by telephone. The results have been dramatically improved efficiency and accuracy without sacrificing the service customers expect.
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