Case Study: Grupo Flecha Amarilla achieves 85% automated query resolution and faster response times with Globant's Salesforce Einstein Chatbot

Globant and Salesforce help Grupo Flecha Amarilla make a leap in customer service experience

Grupo Flecha Amarilla, a leading Mexican ground passenger transportation group, faced a pandemic-driven surge in customer contacts that stretched agents and left communications fragmented across web chat, Social Studio and Salesforce. Working with Globant and leveraging Salesforce Service Cloud and Marketing Cloud, the company needed to consolidate channels, automate routine inquiries, and cut response times to protect customer experience and retention.

Globant implemented a digital engagement add-on—deploying an Einstein Bot natively integrated with Service Cloud and enabling omnichannel support across web, Facebook Messenger and WhatsApp—while migrating knowledge articles and integrating external systems. Delivered in ten weeks using Scrum, Globant’s solution automated 85% of queries (leaving 15% for agent-handled cases), reduced agent workload and call/chat volumes, improved response times, and provided dashboards for monitoring performance.

Grupo Flecha Amarilla

Jonathan Gómez

Commercial and Customer Experience Assistant Manager