With over 70 years of experience in Ecuador, Helados Pingüino is a leader in the ice cream category. Faced with new market challenges and the need to evolve its B2B sales model, the company embraced digitalization.
To achieve this, they found Yalo to be the ideal partner to transform their operations,strengthen their relationship with sales points, and ensure sustainable growth.
The challenge
Need for Digitalization and Sales Growth:
Helados Pingüino faced significant challenges in its sales operations:
- Inefficiencies in service costs due to a conventional model with high sales person visit frequencies.
- Limitations in developing a portfolio due to difficulties in segmentation.
- Ineffective customer promotions that were hard to control.
- Empowering retailers to place their own orders, freeing up the sales force for execution.
The solution
By implementing an Intelligent Agent, Helados Pingüino took a crucial step toward digitalizing its B2B model. This solution offered several advantages that transformedits commercial strategy:
- Direct and immediate communication with the customer base, leveraging the high penetration of WhatsApp.
- Improved product availability at sales points, segmenting the offer based on customer type and freezer size.
- Orders “dropsize” Growth, with benefits tailored to each customer segment.
- Full control over investment, avoiding the discretionary nature that prevailed in the conventional model.
- Redefinition of the sales force's visit frequencies and execution, reducing service costs.
Three benefits of digitalization
- Resilience in adverse contexts:
Helados Pingüino has kept its operations running even during power outages and security issues, ensuring smooth communication with retailers. This has allowed them to overcome unforeseen challenges and guarantee business continuity. During critical moments, digital customers show greater stability, decreasing at a slower rate than non-digital customers, which further strengthens the resilience of the operation.
- Accelerating and personalizing product innovation communication:
Digitalization has enabled Pingüino to launch promotions and products quickly and efficiently. With Don Pingüino, campaigns like the Gigante Fresa are executed instantly through One Chat Buy, without the need for physical visits. This allows for boosting distribution in specific platforms, activating promotions based on purchase amount or combos, and capitalizing on key seasonal moments like product launches or high demand seasons
- Empowering the development of digital customers in line with technological advancements:
They recently incorporated artificial intelligence into Don Pingüino, making it even more powerful. With just a text message, voice note, or image, customers can place orders, and Don Pingüino will process them.This opens up a world of possibilities for continued evolution.
Results
Digitalization, engagement, and loyalty
- 96% of Pingüino's traditional channel has already been digitalized, establishing a strong foundation for future expansion.
- 85% of the stores place regular orders through Don Pingüino, significantly increasing customer loyalty.
Increase in average ticket size
- Stores using Don Pingüino have seen an 8% increase in the average monthly ticket compared to non-digital stores.
Operational efficiencies
- Digitalization enabled the shift to a new sales model, redefined the role of the salesperson, and optimized the cost of service.
Conclusion
Helados Pingüino's digital transformation with Don Pingüino has optimized its operations, increased sales, and enhanced the customer experience.Moreover, it has enabled the company to adapt to a changing environment and maintain continuity in adverse situations.
This case demonstrates how a digital solution can transform a B2B sales model, driving efficiency, personalization, and sustainable growth.
Congratulations on your achievements,
Pingüino Ecuador!
