Comind.work
Balton Trading Asia
Balton Trading Asia logo

Rapid customer support automation

FMCG import & distribution

About Balton Trading Asia

Balton Trading Asia is a leading FMCG import and distribution company serving the Asia Pacific region with 15+ years of experience in the FMCG sector.

They specialize in bringing high-quality consumer goods from international markets to 20,000+ retail partners across major Asian markets.

With 1,500+ employees and 55,000 sq.m. of warehouses, they process 64,000 tons annually across 500+ brands in food, beverages, personal care, and household products.

30+ years in business
1,500+ employees
500+ brands
20,000+ partners
Headquarters: Tashkent, Uzbekistan
Adopted Comind.work in 2024
Challenge illustration

The challenge

Complex multi-market operations with outdated systems

Balton Trading Asia's customer support operations became increasingly complex as they expanded across multiple Asian markets, while their legacy systems couldn't keep pace with growth demands.

Their support team was overwhelmed with manual processes for tracking customer orders and managing distributor relationships, scattered across disconnected systems that required constant data synchronization.

Phone lines were often busy, customers faced long wait times, and agents couldn't access real-time information, while outdated automation meant the team couldn't scale efficiently.

Manual order tracking
Long customer wait times
Disconnected legacy systems
No automated reporting

The solution

Unified automation platform for customer support

Comind.work provided a complete solution combining intelligent automation with enhanced productivity tools, seamlessly integrating with Balton's existing CRM systems.

The unified platform gave agents real-time access to customer information, order history, and inventory status in one interface, while automating data synchronization across legacy systems.

Smart call routing and automated performance tracking worked alongside productivity enhancements to transform their multi-market operations within 3 months.

Automated call routing

Intelligent routing system directs calls to the right agents based on customer type, language, and region for faster resolution.

Real-time CRM integration

Unified dashboard provides instant access to customer information, order history, and inventory status across all systems.

Legacy system automation

Automated connectors bridge old customer databases with modern workflows, eliminating manual data transfers and synchronizing information.

Performance analytics automation

Comprehensive tracking system automatically monitors agent performance, customer satisfaction, and resolution times with intelligent reporting.

Business results

The results

Significant improvements in productivity and automation

Customer wait times decreased as calls were automatically routed to the right agents, while agent productivity improved significantly with unified access to all systems.

The automated data synchronization eliminated manual errors and reduced synchronization work, while real-time CRM integration led to better customer experiences and improved satisfaction scores.

The success in customer support led to broader adoption across sales, warehouse operations, finance, and management teams for comprehensive business automation.

Key features that made the difference

Automated call routing

Intelligent phone system automatically routes incoming calls to the most appropriate agents based on customer type, language preference, and regional expertise.

Impact:

Reduced customer wait times and improved first-call resolution rates.

Unified CRM dashboard

Single interface providing real-time access to customer information, order history, inventory status, and communication logs across all integrated systems.

Impact:

Increased agent productivity by 40% with instant access to comprehensive customer data.

Legacy system automation

Intelligent connectors automatically bridge old customer databases with modern workflows, eliminating manual data transfers and keeping all systems synchronized.

Impact:

Reduced data entry errors by half and improved customer satisfaction scores through automated data synchronization.

"

The unified platform transformed our customer support operations. Agents can now access everything they need in one place, making them more confident and efficient.

"

— Vitali Nikitin

Chief Information Officer, Balton Trading Asia