Cemaco: Transforming Home Service Experience into a Competitive Advantage
How Guatemala's leading home improvement retailer tripled their service volume while dramatically improving customer satisfaction with Sodtrack.
About Cemaco
With 21 stores, Cemaco is the leader in the home improvement retail segment in Guatemala. In their mission to offer solutions, not just products, they needed to scale their installation and assembly services while maintaining high-quality customer care. However, they were facing significant challenges executing that mission.
The Challenge
In recent years, Cemaco faced challenges managing and scaling home service delivery due to manual operations, lacking traceability and coordination between areas. Internal friction and lack of customer visibility affected service fulfillment, limiting growth and putting the brand's reputation at risk.
"Entering the customer's home is an intimate moment. If the service isn't well coordinated, it can seriously damage the brand's reputation. We only want to execute initiatives that we can do with the best quality - the services weren't meeting that standard."
Cemaco needed a solution to efficiently orchestrate a complex ecosystem: multiple actors including various service providers, coordinators, and customers with high expectations in both central and rural areas. Without that foundation, services couldn't fulfill their mission and, instead of improving the experience, they were deteriorating it. All this in a delicate context like opening the intimacy and privacy of the home to an external person.
"It's good for the business to provide field services and deliver solutions. There are different ways to do it: you can refer technicians, outsource the operation, and others. But there's much more value in internalizing it (doing it yourself) because customers trust the brand and reputation helps sell more and scale. With the right technology, it's possible to do it."
The Solution
After evaluating various alternatives, Cemaco chose Sodtrack for four key reasons:
Complex Process Orchestration
Ability to orchestrate complex processes, ensuring a flawless experience in every home visit.
Robust & Complete Platform
Capable of covering the entire sales and coordination cycle, from scheduling to execution.
Agile Implementation
Fast deployment with operational support to adjust processes and implement improvements in a coordinated manner.
Proven Best Practices
Regional references that backed Sodtrack's expertise in field services across Latin America.
The implementation lasted only two months. The onboarding included reformulation of internal processes and adoption of industry best practices. Work was done with a centralized team, starting with simple services and then scaling. All this with the customer and Sodtrack as the core focus.
The Impact
After one year, the results reflect the positive impact of integrating specialized technology and an organizational culture oriented toward change and the customer:
With Sodtrack, Cemaco automated service coordination, technician assignment and improved communication with customers and between internal teams. Today they have real-time visibility of every field operation and the results speak for themselves.