Delivering on a 24/7 service promise
At Hughes Mexico, the main challenge was not satellite technology (they are globally recognized leaders in that field) but rather finding a way to truly stay close to their customers, especially in rural areas.
70 % of sales were conducted through partners who visited households one by one. While that strategy worked (and still does), its reach was limited. At the same time, customer service relied almost entirely on the company’s website, with no active alternative channels, leaving out many people who needed support.
To that limitation, another major obstacle was added: reaching customers in a timely way was difficult. Without WhatsApp, without chat, and without a unified management platform, improving collections or reducing customer turnover was very hard. Churn was on the rise, reconnections were minimal, and many processes were still manual or operated in isolation.
Everything pointed in the same direction: it was time to rethink, from the ground up, how to build meaningful relationships with their user community.
What did Hughes really need?
The Hughes team had a clear vision: it was not just about opening new channels, but about integrating them intelligently, automating where needed, and raising operational quality without sacrificing agility.
What did they envision? A solution that would allow them to:
- Activate service channels such as WhatsApp and chat, while maintaining traditional telephony.
- Unify the entire operation in a single omnichannel platform with complete traceability.
- Automate collections management to improve payment recovery.
- Incorporate artificial intelligence to analyze interactions and boost team performance.
- Gain real-time visibility into what is working and what needs attention.
A deep transformation was needed, one that placed people, both customers and teams, at the center of everything.
Inconnect by Inconcert, omnichannel automation and intelligent feedback
With the implementation of Inconnect, Hughes made a decisive shift. They centralized their key contact channels (WhatsApp, chat, and phone calls) into a single platform, streamlining both inbound service and outbound campaigns. This allowed them to strengthen their door-to-door sales strategy with a digital operation that now truly works.
They also added Supervisor AI and integrated it with Inconnect to analyze 100 percent of calls and provide daily feedback to the team. As a result, they improved the quality of interactions, reduced deviations, and were able to respond quickly to critical errors.
And this is just the beginning. They are already preparing the implementation of an AI collections agent that will automate repetitive tasks, allowing human teams to focus on what really matters: the most complex cases. All with a strong emphasis on segmentation by channel, profile, and behavior.
1. Faster, frictionless customer service
With Inconnect, Hughes can respond instantly, whether customers reach out via WhatsApp, start a chat, or make a phone call. Everything is unified: no more lost information, waiting times have dropped, and the customer experience has improved significantly.
What does this improvement look like?
- All channels brought together on a single platform, with complete traceability.
- Proactive, automated service with fewer manual tasks.
- A fully connected inbound and outbound operation that is faster and more efficient.
2. Better feedback, better results
With Supervisor AI, the team dynamic has changed. Now they receive daily feedback on their calls, which improves performance and speeds up the detection of errors and opportunities.
What does this translate to?
- Analysis of 100 % of calls thanks to integration with Inconnect, with no exceptions.
- Real-time feedback that helps raise service quality.
- Fewer mistakes and greater productivity across the team.
3. A new collections model in progress
Hughes is already taking the next step: implementing virtual agents to automate collections. The goal is to prioritize each case intelligently, tailor messages to each person’s profile, and improve payment recovery, without overloading the team.
How are they doing it?
- Automation designed to free up time and resources.
- Segmentation by channel, profile, and behavior.
- A more structured, faster, and more effective payment management process.
“Technology helped us perform better and grow faster. But it was our collaboration with Inconcert that truly made the difference: together, we built an efficient, flexible, and customer-focused ecosystem.”
Oscar Mario Rodríguez Romero,
Customer Service Manager at Hughes Mexico
From rural challenges to high-performance customer experience
Since implementing Inconcert’s solution, Hughes has achieved significant progress:
- Customer satisfaction increased by 8 %, surpassing established goals.
- Collections improve month by month, with less operational effort.
- Churn has begun to stabilize, showing a sustained downward trend.
- The number of winbacks has grown, recovering customers who were previously lost.
- The operation is now clearer, more connected, and ready to scale.
“With Inconcert, we managed to integrate everything in one place: channels, automation, and intelligence. Today, we can respond faster, understand our customers better, and make data-driven decisions. The change has been deep, and the best part is that we continue evolving every day.”
Oscar Mario Rodríguez Romero,
Customer Service Manager at Hughes Mexico
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