Client: Italian TLC player


  • Issue: High costs of Customer Care for Outbound activity
  • Solution: 

    • rationalization and rewriting of text and communication materials available to operators 
  • Outcome: -19.7% Average Call Time

Client: Multiutility company, a leader in environment, water, and energy services


  • Issue: Improving the management of the internal knowledge
  • Solution: 

    • Optimized redesign of the editorial process
    • Reorganization of information according to a multichannel vision (contact center, counter, back office, et al)
    • Management of Knowledge Base content through an editorial service
  • Outcome: +7.6% Customer Satisfaction Index

Client: Player in the integrated water utility sector


  • Issue: to improve support from Customer Care, counter, and Back Office through a dedicated Knowledge Management platform
  • Solution:

    • Development of a Knowledge Management platform
    • Definition of a omnichannel information architecture
    • Editorial service for managing documents inside the Knowledge Base.
  • Outcome: -2,1% churn rate

Client: Automotive multinational company


  • Issue: Rationalization and migration of content on a new Knowledge Management system (Salesforce Knowledge)
  • Solution: 

    • Information content mapping
    • Definition of a new multilingual model of information structuring
    • Definition of editorial rules for creating new documents
    • Support of the internal editorial board and in content editing
  • Outcome: +9% First Call Resolution rate

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