To accelerate its digital transformation and optimise commercial operations, Boyacá needed a solution that would centralise customer information, improve operational efficiency, and strengthen the customer experience.
Create a single customer record within Salesforce as the master system, integrating customer data with operational systems through the company’s proprietary integration model to ensure consistency and traceability.
Improve sales follow-up and opportunity management through centralised data, efficient segmentation, and aligned processes across the Press Distribution and Transport teams, ensuring consistency and efficiency throughout the operation.
Configure and automate marketing and communication activities using centralised customer and lead data, strengthening customer loyalty within Press and Publications while supporting new customer acquisition in the Transport business.
As the next phase of its transformation roadmap, Boyacá plans to optimise customer service processes to deliver a more agile, personalised experience tailored to customer needs.
To optimise processes, improve integration, and unify operations across the business, Boyacá carried out a detailed assessment of its Salesforce environment. Together with redk, this analysis helped identify key challenges and define scalable solutions to centralise information and improve commercial efficiency.
The collaboration between Boyacá and redk enabled the company to reposition Salesforce as its corporate CRM, creating a unified approach to customer management and improving the customer experience across all business areas.
Customer and lead data are now managed through Salesforce Sales Cloud (now Agentforce Sales), integrated with operational systems through Boyacá Conector. This has eliminated information silos and improved strategic decision-making.
As a result, Boyacá has strengthened operational efficiency, accelerated process digitisation, and established a scalable platform to support sustainable growth.
By centralising information and reducing manual tasks, teams can work more efficiently and focus on higher-value activities.
The implementation of workflows and integration with the company’s systems have accelerated process automation and improved operational efficiency across the organisation.
Process automation, centralised opportunity management, and access to key information have enabled sales teams to operate more effectively and efficiently.
