Real teams operating with Blacknel
Agencies, chains, and DTC brands replacing three tools with one.
“Pasamos de gestionar 12 marcas en 4 herramientas a tener todo en Blacknel. El equipo recuperó 15 horas a la semana.”
María Hernández
Founder, Studio Norte
-62%
+94%
4.6
Studio Norte
Marketing agency · Mexico City
“The team recovered time now spent on client strategy, not operations. And clients can feel the difference in response speed and monthly report quality.”
— María Hernández, Founder
Background
Studio Norte is a boutique agency in Mexico City with 12 active client accounts ranging from DTC food brands to boutique hotels. Their 8-person team operated publishing, inbox, and reviews in 4 different tools (Hootsuite for publishing, ManyChat for inbox, Birdeye for reviews, and Google Sheets for reporting).
Challenge
12 brands distributed across 4 tools, zero cross-client visibility, and a team exhausted from switching tabs 30 times a day. Monthly reports took 8 hours per client. Inbox responses took 3+ hours because they depended on who was 'inside' the correct tool.
Implementation
They migrated all 12 brands to Blacknel in two weeks — using the migration assistant that imports directly from Hootsuite. They activated multi-level approval workflows and white-label dashboards with Studio Norte branding, so end clients saw reports without knowing they ran on Blacknel.
Results
15
weekly hours saved
62%
faster response time
$8K MXN/mo
consolidated tooling savings
Cafetería Nube
DTC food brand · Mexico and US
“We tried raw GPT, ChatGPT with custom prompts, another more expensive 'AI sidekick'. None respected our tone. Blacknel does. The team now trusts the suggestions instead of rewriting them.”
— Diego Aranda, Head of Growth
Background
Cafetería Nube is a DTC specialty coffee brand born in Mexico City that expanded to the US in 2024. They sell a monthly subscription of ground coffee plus an e-commerce gear store. Marketing team of 4 operating 6 channels across 2 countries and 2 languages.
Challenge
Inbox flooded with DMs across six channels (IG, FB, WhatsApp, Twitter, TikTok comments, contact form), with response times above 4 hours at campaign peaks. The brand voice — casual but careful, with subtle humor — was lost every time they hired a new agent who hadn't read the brand voice doc.
Implementation
They centralized messages in Blacknel inbox, enabled AI suggestions with brand voice training (uploaded their 12-page brand book), and configured auto-assign rules by language (ES → MX team, EN → US team) and shift (morning / afternoon / evening).
Results
62%
faster responses (4hrs → 1.5hrs)
94%
CSAT after rollout (vs 71% pre)
2.8x
stories engagement
Grupo Loma
Multi-location restaurant chain · 5 countries
“We used to spend 60% of the central team's time just coordinating. Now we spend 60% of the time on strategy and local managers execute within their permissions without asking for approval on every action.”
— Sofía Rendón, Director of Digital
Background
Grupo Loma operates 48 locations across Mexico, Colombia, Peru, Chile, and Argentina, all under the same brand but with local digital presence: each location has its own Instagram, Facebook, and Google Business Profile. The 5-person central digital team must coordinate publishing and reputation with local marketing managers in each country.
Challenge
48 locations running reviews independently, no brand governance, no central control over what gets posted, and no visibility into what was happening in each country. Negative reviews piled up because each location had to log into Google Business manually. Local crises were discovered weeks late.
Implementation
They rolled out Blacknel with granular RBAC: 'Country Manager', 'Local Marketer', 'Brand Guardian' roles with differentiated permissions. Custom dashboards per country. Global crisis detection with per-location thresholds. Response templates by language and review type (1★, 5★, specific complaint).
Results
48
locations on one plane
3.2 → 4.6
average Google rating (6 months)
100%
RBAC compliance
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