Advanced technology for a more efficient highway
How Vespucio Norte unified user support across all channels with Salesforce Service Cloud, implemented by GoCode.
The Challenge
Vespucio Norte, an urban highway concession in Santiago, needed to centralize user support—complaints, inquiries, and roadside emergencies—arriving through multiple channels with no unified system in place. The operations team was losing valuable time coordinating responses and had zero visibility into case status.
The Solution
GoCode implemented Service Cloud to manage omnichannel cases—email, phone, and web—on a single platform. We configured automatic escalations by priority, smart assignment rules by incident type, and real-time dashboards for the operations and customer service teams.
The Result
A significant drop in resolution times, a better experience for highway users, and real-time reporting for the operations team. Vespucio Norte went from managing incidents in silos to having complete visibility into every case from the moment it's opened to the moment it's closed.