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Balton Trading Asia
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Faster customer support

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 customer support operations

Balton Trading Asia's customer support operations became increasingly complex as they expanded across multiple Asian markets with different time zones and languages.

Their support team was overwhelmed with manual processes for tracking customer orders, managing distributor relationships, and handling complaints across scattered systems.

Phone lines were often busy, customers faced long wait times, and agents couldn't access real-time information about orders, shipments, or customer history.

Manual order tracking
Long customer wait times
Scattered customer data
No performance tracking

The solution

Unified customer support automation platform

Comind.work provided a complete automation solution for Balton's customer support workflow with seamless CRM integration.

The unified platform gave agents real-time access to customer information, order history, and inventory status in one interface.

Phone line integration with automatic call routing and performance tracking transformed 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.

Multi-language support

Built-in language capabilities enable seamless support across different Asian markets with localized customer experiences.

Performance analytics

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

Business results

The results

Significant improvements in agent productivity and data accuracy

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 real-time CRM integration reduced data entry errors and eliminated manual synchronization work, leading 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 at least 40% with instant access to comprehensive customer data.

Performance tracking

Comprehensive analytics system monitoring agent performance, customer satisfaction scores, resolution times, and operational efficiency metrics.

Impact:

Reduced data entry errors by half and improved customer satisfaction scores through data-driven optimization.

"

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