How Laboratorios Vanguard Improved Customer Communication Efficiency

Laboratorios Vanguard S.L. is a Spanish company focused on health, wellness, beauty, sports nutrition, and personal care products.

Diego, Customer Service Manager at Vanguard Laboratorios, has been using Proactive Campaigns for Zendesk for three years. Before adopting the app, his team had to send customer notifications manually, which could take up to two hours. With Proactive Campaigns, they can now upload a CSV file, use macros and placeholders, and send bulk emails in just minutes.

Could you introduce yourself?

Yeah, my name is Diego. I work in the laboratories at Vanguard Laboratorios, and I’m the customer service manager.

You said you have been using our application for three years. Is that correct?

Yeah, that’s correct.

What was the biggest challenge you were facing before using Proactive Campaigns?

The last one was that there was a strike in Canada, and we need to inform 200 people. So we can do it just in one email in one minute, thanks to your application. Before that, we needed to send emails individually, and we spent a lot of time on the same workshop.

Did our application reduce the time that you spend on sending emails?

Yeah, we reduce the time. We download in CSV format, and immediately we have the macro via Zendesk. We can send the email in two minutes, instead of one hour or two hours.

It’s been three years since you used the app. Do you remember what made you choose it?

When I arrived at the company, we were using the application. I know they had started just one or two months earlier, but they were already there. They were not using it to proactively inform customers for marketing purposes, and I started using it only to communicate with customers for notifications.

Was it easy for you to set up and use the application?

Yeah, it’s very easy to use. It’s friendly and very, very, very easy to understand how to use. 

Is there anything you want to improve in Proactive Campaigns?

For example, we had to process many orders. And there was one customer with three orders. When we updated the CSV to send the email, it wasn’t sent three times for the same customer. This customer has three parcels that are affected by the strike. So we want to communicate because we need to do it legally through emails, and it’s not possible, or at least I don’t know how to do it with your application in a list to include the same email two or three times. In the campaign, when I run the campaign, the application only sends the email once.

The response of GrowthDot product manager Valeriia Krasnianska

When working with a CSV file, you may accidentally add a customer twice. That’s why we’ve improved it to send it only once to the last email. But we can look into this. I think we can add some filtering options for this. So, meet an update soon!

You sent an update to the order number. And how do you do this? Do you use placeholders?

Sometimes we need to inform 100 customers that there will be a one-day delay when dispatching the order. So I copied with placeholders: the order ID, the email, the company, the order ID, the email, and the product name. Then, with the placeholders, I create the macro and send it in a different language through your application, and then the placeholder will reach the information, the order ID from the CSV file. So every customer gets a unique order id.

Do you check how many customers opened an email or something like that?

I received your automation email with the information. It’s valuable statistics for me. I’m usually not aware when I get replies, but then I receive an email notification from Proactive Campaigns. Then I can see how many people replied and then check their satisfaction as well.

Would you recommend our application to others?

Yes, I will recommend.