A manufacturing and retail powerhouse
Brazilian manufacturer Multilaser started in 1987 as a printer cartridge refill services company. In the early 2000s, it expanded into the IT accessory market; today, it produces electronic devices such as notebooks, smartphones and tablets for retailers, as well as network infrastructure equipment for internet providers. Its product lines are grouped into different brands: Atrio, Goga, Multikids, Pulse and Warrior, in addition to the masterbrand. Multilaser also markets around 5,000 third-party products, including cell phones, toys, electric fans and skateboards.
With around 4,000 employees, Multilaser operates two plants — one in the city of Manaus in northern Brazil and a second in Extrema, Minas Gerais in southeastern Brazil. Multilaser has about 40,000 sales locations across the country through its retail partnerships. And it operates its own store in São Paulo where it sells directly to the public.
Multilaser takes great pride in its excellent reputation among consumers and it has won numerous awards.
“We are noted for serving our clients in the best possible way, resolving their problem rapidly. The quality service level, the capacity of our attendants and the tools we use to support this strategy are for us an important business differential,” said Mauro Bentes, CIO of Multilaser.
Rapidly shifting to remote work
With growth of 60% in 2020, Multilaser recorded a record 1.4 million calls in its contact center — increasing the number of agents from 150 to 250. And it needed to rapidly shift from a physical address in São Paulo to 100% remote work due to the COVID-19 pandemic.
The consumer service, which was 50% voice, suffered the impact of the change because of a legacy on-premises telephony system. To interact with customers during the pandemic, Multilaser needed a cloud solution that could rapidly scale to support its growth while allowing the company to transform its architecture.