Plenit, a prepaid medicine company based in Rosario, decided to transform its member support model with a clear goal: to deliver agile, unified and modern service. Facing growing inquiries, multiple disconnected channels and manual processes, the organization was looking for an integral solution to put its operation in order without losing the closeness that defines its service.
Since November 2024, AsisteClick became the strategic ally that allowed them to automate, centralize and scale support, optimizing both the member experience and internal efficiency.
The challenge: multiple channels, slow responses and disorganized processes
Before rolling out AsisteClick, Plenit was managing inquiries through several WhatsApp numbers and other channels that were not connected to each other. This created difficulties in case follow-up, inconsistent responses and lost opportunities.
"Every area had its own WhatsApp number. If a member reached out to the wrong channel, they had to forward their inquiry to another number or email. It was chaotic," recalls Héctor Bandoni, Operations Manager at Plenit.
This fragmentation not only affected the member experience, but also the team's ability to work efficiently. Staff received inquiries that didn't belong to them, with no tools to transfer or unify criteria. On top of that, there was no visibility into key metrics: it was impossible to know how many cases were coming in, which inquiries were most frequent, or how well they were being resolved.
Channel unification, automation and traceability from a single place
Given this need, Plenit chose to roll out AsisteClick, an omnichannel platform with artificial intelligence that lets them automate responses, centralize support into a single entry point and generate real-time metrics.
The first step was consolidating all channels into a single business WhatsApp number, which today works as the single point of entry. Through a conversational assistant, everything from FAQs to more complex requests is handled, which are then automatically routed to the right areas. It's all tracked and logged.
"The decision to go with AsisteClick was based on the good experience Sanatorio de la Mujer already had and on its strong cost-benefit. It allowed us to organize the chaos we had and bring order," Bandoni explains.
In addition, the platform let them eliminate unnecessary phone lines, cut associated costs and discontinue processes that used to be handled manually, with a high margin for error or duplication.
Team adoption and improvements in internal processes
The rollout process included building conversational flows and cleaning up internal processes. While there was some initial resistance, the experience proved to be positive: all agents adopted the tool quickly and use it today without issues.
"It let us review how we were doing things and organize critical paths. Today the whole team works better and with greater clarity," Bandoni notes.
In parallel, the sales team started seeing a significant improvement in opportunity management. Inquiries that used to be lost or never logged are now captured by the bot, which collects key data and lets them be routed to the commercial CRM for later follow-up.
Results: better experience, faster responses and 24/7 availability
In just five months of use, the benefits became tangible:
- Faster response times: support time was significantly reduced in critical areas like front-desk support and commercial inquiries.
- Centralized, 24/7 support: the single channel with bot available at all times lets members get questions answered outside of business hours—something that was previously unimaginable.
- Lower operational load: many frequent questions no longer require human intervention, freeing up the team for more complex cases.
- Traceability and clear metrics: Plenit can now measure what members are asking about, in what timeframes, and how support is evolving.
"Before, we didn't have WhatsApp metrics. Today we know how many cases come in, what people ask and how we resolve them. This is key to keep improving," Bandoni highlights.
On top of that, the system made it possible to recover conversations that used to be lost. If a member left a message and it wasn't answered in time, the conversation used to get archived. Today everything is logged and picked back up by the team, improving the perception of the service.
Impact on loyalty, sales and commercial management
One of the big wins was starting to capture data from potential members that was previously lost. When someone asks about plans, the bot can capture their data and route it to the CRM for commercial follow-up.
"We're getting to register leads that used to slip through our fingers. This lets us have a clearer picture of commercial interest and do a more organized follow-up," Bandoni states.
This isn't just an operational benefit—it's also a direct boost to sales and loyalty. By having a clear, accessible and fast-responding channel, the relationship with the member improves and is sustained over time.
Automating collections and notifications with Wadalio
In addition to the conversational assistant, Plenit added Wadalio, AsisteClick's automated messaging tool. Thanks to this integration, they automated communication with members on key topics such as collections, plan notifications and important reminders.
"We had manual processes for payment alerts or news. Today we can send segmented, scheduled messages with follow-up," Bandoni comments.
This progress not only optimized the administrative team's time, but also let them maintain a more active and up-to-date relationship with members, strengthening the overall experience.
Next steps: CRM integration, new services and channel expansion
The next step for Plenit is integrating AsisteClick with its CRM, so that data captured by the bot flows directly into the management system and is automatically assigned to the sales force. This will eliminate repetitive tasks and reduce manual data entry time.
They're also planning to add new benefits for members, such as veterinary care and online grocery shopping. All of this will be managed from the bot, which will avoid opening parallel channels or structures.
"AsisteClick makes it easy for us to add new services without having to create an entire area for each one. Automation gives us scalability," Bandoni concludes.
Looking ahead, they also plan to evaluate integration with channels like Instagram, as long as the flow can be adapted to handle commercial inquiries from that medium.
A transformation case that combines efficiency with closeness
Plenit found in AsisteClick much more than a tool: a solution capable of integrating, automating and boosting its member service without losing the human touch. In a context where digitization becomes essential, they not only put their processes in order, but also prepared the company to scale solidly.
Today, Plenit has the traceability, speed and availability that today's healthcare service requires, without giving up the empathy and professionalism that has characterized them for more than a decade.
