How DIN CIA improved its service without losing closeness

Automating processes to support business growth

As companies grow, customer service is often one of the first areas to come under strain. Inquiries increase, channels multiply and teams start to respond reactively, at the risk of losing order, continuity and quality in communication.

This was the point DIN CIA, a company dedicated to distributing products for natural industries, had reached when it decided to review how it was managing its customer service.

About DIN CIA LTDA

DIN CIA is a distribution company that stays in constant contact with its customers to provide information on products, availability, orders and sales follow-up. Clear, timely service is key to sustaining its customer relationships and supporting business growth.

As the volume of inquiries grew, the operation began to show signs of overload.

The challenge

The main challenge wasn't a lack of demand, but how to manage it in an orderly, sustainable way.

DIN CIA faced:

• a high volume of repetitive inquiries
• messages outside business hours
• delayed replies during demand peaks
• a heavier operational load for the sales team

The risk was clear: responding worse as the business grew.

The solution

DIN CIA adopted Sibila to support its customer service, with the goal of organizing communication and keeping conversations going without wearing out the team.

The automation was set up to:

• route and organize incoming inquiries
• answer frequently asked questions clearly
• keep service continuous even outside business hours
• free up the team's time for sales and strategic tasks

Sibila adapted to the business's real flows, supporting the operation without imposing rigid processes.

What changed

After implementation, customer service became more orderly and consistent. The sales team reduced its operational load and could focus on what really creates value: the relationship with customers.

The main changes included:

• more control over the flow of inquiries
• clearer, more timely replies
• better traceability of conversations
• a more sustainable operation over time

Growing without losing closeness

The DIN CIA case shows that automating doesn't mean dehumanizing. When automation is well designed, communication flows better, the customer gets consistent answers and the human team steps in with more context and focus.

Sibila made it possible to support the business's growth without losing closeness or control.

Is your company facing similar challenges?

Sibila adapts to different kinds of businesses that want to organize their customer service and scale intelligently.

Find out how Sibila can support your company's growth at sibila.app