“Neverware's CloudReady software lets us run Mercado Libre’s contact centers from anywhere our workers happen to be.”

Mercado Libre is Latin America's most popular e-commerce site, and operates with the goal of democratizing commerce, money, and payments in Latin America.

The company has focused on becoming a more cloud-based organization and improving employee productivity, and therefore deployed CloudReady, Chrome Enterprise, and G Suite for 3,000 phone, email, and chat contact center employees in four countries.

Key Stats

  • Mercado Libre saved 250 productivity hours per 6-hour shift in its contact centers using CloudReady and Chrome Enterprise.
  • In addition to their productivity savings, Mercado Libre was able to re-assign operational support staff and reduce support tickets. Based on the amount of tickets solved per hour, the company estimates contact center productivity has improved by 25 percent.
  • The Mercado Libre team was able to deploy CloudReady rapidly, converting existing computers to CloudReady in groups of 10 devices in just 15 minutes per group.
About Mercado Libre Founded in 1999, Mercado Libre is the leading e-commerce technology company in Latin America, operating in 19 countries in the region. The company has 267.4 million registered users and transacted US $12.5 billion on the platform in 2018. The company enables commerce through its marketplace platform (including online classifieds for motor vehicles, vessels, aircraft, services and real estate), which allows users to buy and sell in most of Latin America.
Industry:  e-commerce, technology

Use case: Front-line workers in contact centers

Locations: Argentina, Brazil, Colombia, Uruguay
“The cost savings of moving to Chrome OS, CloudReady, and G Suite were significant. But even more important is that we save people’s time so that they’re more productive. We want to help contact center teams offer better service to customers, instead of spending time trying to maintain infrastructure.”
— Nicolas Fernandez, DevOps Engineer, Mercado Libre