Technology / SoftwareHow Adobe's retention and sales flow became a global reference
In 3 months of operation, BCR.CX beat historical retention and sales records — and the model was rolled out globally within Adobe.
- 3 months
- to beat historical retention and sales records
- Global initiativeProject expanded worldwide
- Flow improvement
- Secure IVR
- Use of Zendesk
- Qualified agent training
- Integration of 55 with Hendrix
The client
Adobe is one of the largest software companies in the world, running a retention and sales operation that needed to sustain volume and quality at the same time. BCR.CX took on the mission of increasing that operation's retention and sales numbers.
The challenge
Raising retention and sales consistently meant going beyond targets: the service flow needed a redesign, contact channels needed safer and more reliable integration, and agents needed a training standard capable of sustaining this new level of results.
How we ran the project
Diagnosis
Mapping the existing service flow in the retention and sales operation, identifying what was limiting results.
Strategy
Defining a new flow oriented to retention and sales, with Zendesk as the operation's central tool.
Architecture
Structuring the integration with Hendrix, plus a secure IVR for the operation's contact volume.
Implementation
Rolling out the new flow, with channel integration and the secure IVR already running.
Optimization
Ongoing qualified agent training to sustain the new retention and sales service standard.
The solution
The operation's flow improvement was built on Zendesk, integrating with Hendrix and a secure IVR to handle contact volume without sacrificing security. Alongside that, qualified agent training made sure the new service standard held up in practice, not just on paper.
Technologies and tools
- Zendesk
- Amazon Connect
- Conciex
The implementation, step by step
Flow redesign
Restructuring the retention and sales service flow inside Zendesk.
Channel integration
Integration with Hendrix and deployment of a secure IVR.
Training
Qualified training for agents on the new flow and tools.
Follow-up
Monitoring the operation in its first months, through to beating the historical retention and sales records.
Strategic gains
- Results consistent enough to become a global initiative within Adobe.
- Service channels integrated with more security and reliability.
- Agent team trained to a standard capable of sustaining the new level of results.
Why this case matters
What started as a goal to raise retention and sales became a model rolled out globally within Adobe — proof that a well-designed flow, secure integration and a well-trained team sustain results, not just one-off spikes.
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