IGRA Herrajes doubled its prospect handling with Sibila

A growing hardware business… with processes that didn't grow the same way.

IGRA Herrajes y Abrasivos S. de R.L. de C.V., located in central Mexico, has been supplying construction, manufacturing and remodeling companies for more than a decade with a catalog of over 500 products, from industrial abrasives to carpentry hardware.

With post-pandemic digital growth, orders started coming in from multiple channels: WhatsApp, calls, Facebook, email… but the sales team was still operating with the same structure as before.

The result

• Messages answered by two different people.
• Orders without follow-up.
• Quotes left “on read.”
• And a lot of frustration for the customer and the team.

The challenge

The main problem wasn't a lack of customers, but a lack of traceability and organization. Each salesperson handled customers from their own phone, with no control system to answer:

• Who had already answered a quote?
• Which channel had the customer come through?
• What stage was each conversation at?

The lack of traceability created an invisible bottleneck that affected service to the end customer. The Sibila implementation: fast and frictionless. IGRA started working with Sibila on September 9, 2025. The first step was to centralize its channels: WhatsApp, phone and Instagram moved to a single service platform connected to the CRM.

From there

• Automatic assignment rules were defined (by shift, by zone or by product type).
• Quick-reply templates were loaded for high-turnover products.
• Conversation history was integrated into the CRM so everyone could see the full context.

Implementation took only 3 business days with support from the support team. There was no need to install complex software or train the team from scratch: one guided session was enough for the sales reps to start using it with ease.

Results in less than a month

In just 4 weeks, IGRA recorded the following measurable results:

• 97% increase in the number of prospects handled per day.
• First response time reduced from 1 hour to under 10 minutes.
• Elimination of duplicate replies between salespeople.
• Greater pipeline control, especially on urgent quotes.
• Complete traceability in every interaction, useful for auditing and follow-up.

And most importantly: no one else had to be hired. The same team managed to do twice as much… with less effort and more visibility. A more efficient operation is a closer sale.

Today, IGRA Herrajes not only serves customers better: it also projects a more professional image, replies faster and keeps control of its customers.

Sibila became its operational ally to grow without losing order.

• Do you also handle customers all over the place? It's time to centralize.