“Numeral9 arose because we began to see that many companies, medium and small, did not have their own after-sales structure or had little organization,” said Claudio Carabajal, beginning to explain the operation of this contact center and technical services network. "We started working in 2014 offering the call center service, but as we added companies and brands we discovered that what they needed was a comprehensive solution, which included the technical service network. Only with the contact center we did not have a competitive differential, that is why we organized an after-sales network with workshop management." Currently, Numeral9 provides brands with telephone service to customers who need support or repair a product, collects user data and incorporates it into a CRM that serves the company contracting the service to carry out follow-up and marketing actions.

If the user cannot be assisted by telephone, the user is referred to a network technical service. The user always perceives that they are being served by the company and the brand whose product they purchased. “We pick up the product at the user's home or when we have a workshop in the town where they are calling from, we refer it to that workshop,” Carabajal concluded. "The brand only provides the spare part for the warranty repair. Once the product is repaired, we monitor user satisfaction and billing. Companies pay a monthly fee for the call center resource and the administration of technical services and, separately, each repair that is carried out. We offer an organized after-sales process that is less expensive than having its own department, with statistics to analyze the failure rate of each product and improve communication of use so that the brand does not have to deal with day-to-day complaints."