The value of people: Connected Home Customer Care
20.000
Interactions per month
9,2
Customer Satisfaction Index
8
Weeks for service set-up
20.000
Interactions per month
9,2
Customer Satisfaction Index
Challenge
One of the most important companies in the Insurance sector expressed the need to implement from scratch a 'complete' Omnichannel Customer Care service, in terms of processes, technologies, channels and operations team, to manage portfolio services and support the launch of a new offering in the European Connected Home market, maximizing end-customer satisfaction.
Our solution
After defining together with our client the Customer Journey, touchpoints, processes and operational procedures, we carried out the set-up of the technological infrastructure for customer management and arranged for a team of multilingual Customer Specialists with initial coverage on Italian, English and French.
OMNICHANNEL
We configured our Omnichannel Customer Care solution by activating Voice, Mail, Chat and WhatsApp channels to give the end customer the option to use the channel they prefer, while also ensuring a personalized experience through initial customer recognition.
HUMAN VALUE.
All channels are manned by multiskill and multilingual resources capable of ensuring the resolution of the customer need at the first contact by providing solutions both at the commercial level, for contract variations or payment management, and at the technical level for the configuration, use or reset of IoT devices (smart locks, smoke sensors, perimeter sensors, flood sensors).
CONTROL ROOM
Our Control Room ensures daily monitoring of operational activities and performs different types of quality checks in order to address possible training needs and identify possible enhancements on the provided service.
