After a careful analysis based on the motivations for the contact, we defined a strategy aimed at offering the end customer the possibility to manage their needs independently, without the typical limitations of an exclusively human service-such as waiting times and service opening hours-with a more fluid and digital experience.

Therefore, we created a solution, integrated with our Client's systems, to orchestrate interactions with end customers on all channels (Voice, SMS, Mail) and make available a new channel of Smart Automation.

CUSTOMER RECOGNITION

When welcoming the customer with the voice channel, we perform customer and vehicle recognition through simple automated interactions with our IVR solution. 

DIGITAL EXPERIENCE

Depending on the customer's need or the diagnostics of the devices installed on the vehicle, thanks to our Smart Automation platform, we redirect the end customer to a dedicated and customized web pages where they are able to manage their activities with a few simple clicks, ensuring an innovative, digital and mobile 'only' Experience.

SELF-SERVICE

In this way the end customer, in complete autonomy with just through his smartphone can request a mileage certificate, manage anomalies and reports of the installed device, make contact with his installer or manage the parameters of his contract. The service is usable anytime-anywhere and does not require registration or app downloads.