How BHL automated 100% of its sales process with Kommo

BHL is a Costa Rican company founded and led by working women dedicated to finding solutions for excessive sweating, also known as hyperhidrosis.

Over a decade ago, founder and entrepreneur Abril Chango Ramírez recognized the need for a solution that could help people living with this condition. Since then, BHL has invested in extensive research and rigorous testing to develop the ideal formula for its innovative antiperspirant.

Today, BHL proudly offers an innovative product made with care by Costa Rican women. It has improved the lives of countless people living with hyperhidrosis. Driven by excellence and continuous improvement, BHL aims to help customers regain their confidence and enjoy happier, more fulfilling lives.

BHL’s goal is to improve its customers’ quality of life by helping them control excessive sweating safely, painlessly, and affordably. Driven by a passion for excellence, the company brings its ideas to life and continually refines its products to provide people with hyperhidrosis a real, lasting solution.

Retail businesses rely heavily on customer service. The faster and more effective it is, the more likely it is to generate sales. For businesses selling online, customer service means answering social media messages and comments, taking calls, and replying to emails.

Managing all of this can quickly become overwhelming for small and midsize teams, especially when customer data must be entered manually.

BHL faced this exact challenge, and as founder and manager Abril Chango explains:

That was just one challenge within a single stage of the sales process. From capturing prospects to delivering the final product, every step requires attention. Assigning one person to each part of the process would have forced BHL, a team of just eight, to at least double its workforce.

So, how do you make one person do the work of twenty? With a little ingenuity and the help of a CRM built for retail businesses.

With that goal in mind, founder Abril Chango and operations manager Giuseppe Madrigal began searching for a CRM for retail that could multiply the team’s capacity without increasing its headcount.

Kommo was easy to implement and allowed BHL to bring all its information together from day one. Before adopting the CRM, there was no clear system: the team used different devices to answer messages, kept scattered notes, and repeatedly copied and pasted replies.

Thanks to Kommo’s user-friendly interface, the team quickly adapted to the platform and began exploring its features.

What strategies did BHL use to get the most out of Kommo?

BHL prefers to keep a closer connection with its customers, which is why message templates have become their go-to tool. They use templates to answer FAQs and clear up questions without customers feeling like they're talking to a robot. This allows BHL to maintain a personal, human touch while benefiting from automation.

Retail businesses rely heavily on social media to promote and sell their products. Most of BHL’s potential leads come through platforms such as Facebook, Instagram, and WhatsApp.

With Kommo’s integrations, every message flows into one unified inbox. The team can instantly view each customer’s conversation history and continue exactly where the interaction left off. This also allows BHL to automate lead capture and responses to messages and comments.

By implementing web forms, BHL's team can send out forms to handle payment and delivery logistics as soon as a sale closes, automating the process from start to finish with little to no work from the sales team.

No major struggles, no big sacrifices, and no magic formula. BHL didn’t transform its sales process overnight. With Kommo, it made steady progress toward the goal it had set from day one.

Response templates answer customers’ most common questions in just a few clicks, so Abril and Giuseppe no longer have to work through a flood of messages themselves. Customers can move through almost the entire sales process independently, right up to the purchase.

And it doesn’t stop there. Easy-to-configure forms, sent through a chatbot or manually, also let much of the payment and shipping process run automatically.

The result is a fully automated purchase process, something every business owner dreams of and, with Kommo, an achievable reality.

Setup isn't difficult, but if it feels intimidating, reach out to one of our amazing Kommo partners; they're ready and waiting to help your team start using Kommo today.

✅ With Kommo, you can increase sales through innovative messaging tools, automate your sales and marketing processes, and build lasting customer loyalty.