Renzo Ghidini, HR & Innovation Vice President, is proud of the company’s efforts to integrate more technology into the company, with the goal of making processes more efficient for staff and customers. The project has expanded and made a noticeable difference since first launched.

Instead of using a commercial CRM, Mercury Americas built their own system to improve efficiency. By using their own system to track sales, the sales team only inputs information that the company has decided is needed, saving time. The sales team tracks opportunities, customer sales, portfolios, and next steps with their customers. They can see all interline agreements on-line so they can make the best offer to the client on the spot.

“We are continuing to enhance our sales team and empower them, no matter if they are located in Colombia, Ecuador, Chile, Peru, or the U.S.,” says Renzo. “The tools allow our team to manage and boost sales.”

A companion booking app (for cellphone and desktop) takes bookings requests and allows the sales team to immediately see how the booking is being processed by the operations team.

“This is a great improvement, allowing the team to serve customers faster and more efficiently.”

On the operations side of the company, Mercury Americas has recently added people in Europe. They join employees working the U.S., Chile, Colombia, Ecuador and Peru.

“As you can imagine, it is not easy to manage a team in different time zones.”

To overcome the challenge, the company developed a tool that is connected to the other systems, and was named “digital notebook”, that allows them to see the different tasks another team member made for each booking. They can see the history and most recent development for each booking. 

“This is extremely important for the multinational team. The people in the U.S. in the morning can see what happened previously in Europe, for example. They can anticipate situations and see what needs to be done today so that it doesn’t become a problem.”