Since its founding in 1979, Koslan has been a pioneer in the Chilean hydraulic solutions market. As the exclusive distributor for Pedrolo Italy and with more than 40 years of experience, Koslan has built its reputation delivering integral fluid management solutions to critical sectors like mining, agriculture and infrastructure. Now, Koslan is taking its service to the next level, using artificial intelligence to offer an unprecedented customer experience.
The challenge of connecting with customers
For a company handling complex technical products and serving everything from major mining projects to domestic needs, effective communication with customers is essential. However, Koslan's traditional contact center faced serious challenges. With only one or two people answering calls, the company was recording an alarming 24-25% of missed calls daily.
"The truth is that most of the customer complaints came from that side, that it was hard for them to get in touch with us," explains Miguel Monardez, Head of Technology at Koslan, who has been with the company for 12 years. The problem wasn't just missed calls; there was also a lack of control over email requests, with no clarity on who was handling them or whether they were actually being resolved.
Pioneers of digital transformation
Seven years ago, when WhatsApp was just starting to gain enterprise traction, Koslan made a visionary decision: to roll out AsisteClick as a comprehensive communication solution. "We were quite pioneering in that," Miguel recalls. The platform promised not only 24/7 support, but also the ability to centrally manage and control all conversations.
The rollout was surprisingly simple. "The platform is also very flexible," Miguel notes. "It let us define a complete decision tree to properly guide the customer conversation the way we really needed it."
From basic support to artificial intelligence
What started as a chat system evolved quickly. With the recent rollout of artificial intelligence, Koslan now offers capabilities that previously seemed impossible. Customers can self-service quotes, check stock in real time and access detailed product technical information, all through the intelligent assistant.
"Today information accessibility is literally in the palm of your hand," highlights Miguel. The system is so robust that even the sales team and internal staff use the assistant for technical questions, eliminating the need for VPN and complex internal systems.
"Today, not just our customers, but also our internal customers—salespeople or the product team—use the assistant to make technical inquiries."
Miguel Monardez
Head of Technology, Koslan
Results that transform the business
The numbers speak for themselves. The web channel rolled out with AsisteClick now generates $20,000 monthly, revenue that simply didn't exist before. But the impact goes far beyond direct sales.
The decongestion of the contact center has been dramatic. Inquiries about order status, invoices and technical specifications that used to flood internal lines are now resolved automatically. "All that used to go through internal phones and obviously today there's decongestion," Miguel explains.
During the rollout of the pump calculator—a critical tool for the business—Koslan evaluated multiple vendors. "We evaluated it with several providers and honestly, none of them measured up," Miguel recalls. "With AsisteClick it was perfect, exactly what we needed, and super fast."
Efficiency multiplied with AI
The impact of artificial intelligence on productivity has been revolutionary. Miguel, who also works with development teams, shares an impressive metric: "Developments that used to take us a week, a week and a half, we have them in half an afternoon."
This efficiency extends across the whole operation. The assistant not only handles inquiries; it also serves as a training and internal support tool, democratizing access to complex technical information that previously required specialists.
"It's an almost radical change. AsisteClick is powerful, flexible and comprehensive. It combines what's the most structured part with what's also artificial intelligence today."
Miguel Monardez
Head of Technology, KoslanBuilding the future of customer support
Koslan isn't stopping here. The company is already working on connecting the assistant directly with its ERP system so that requests are automatically routed to the right salesperson based on the customer profile. They're also planning to roll out an internal assistant for administrative and HR procedures.
"Today there's no ceiling for building and making new improvements," Miguel enthusiastically states. The vision includes automatic generation of purchase orders and expanding self-service capabilities.
"Today we can say that AsisteClick didn't just help us put out a fire—it gave us the tools to build something much bigger down the road." – Miguel Monardez
"Today we can say that AsisteClick didn't just help us put out a fire—it gave us the tools to build something much bigger down the road."
Miguel Monardez
Head of Technology, Koslan
The future in the palm of your hand
Asked what he would tell other companies considering AsisteClick, Miguel doesn't hesitate: "100% recommended. It's a very flexible solution that lets you have a full connection with all your systems."
Koslan's success with AsisteClick shows digital transformation is not just for tech companies. In a traditional industry like hydraulic solutions, the right implementation of AI can revolutionize the customer experience, multiply sales and create efficiencies that previously seemed impossible.
For Koslan, what started as a solution to reduce missed calls has become a fundamental competitive differentiator, positioning the company as a leader not only in hydraulic solutions but also in customer service innovation.
