EOLO has activated a process of transformation and optimization of its Customer Service, with a view to “continuous service improvement” thanks to Pat's HDA solution.
Founded in 1999, EOLO SpA is a national telecommunications operator, leader in the field of ultra-broadband for the residential and business market. The company has achieved the role of market reference, thanks to the commitment shared with its partners, in spreading, especially in rural areas and small municipalities, professional solutions with a high technological content.
The company needed a solution capable of building and defining stable and structured customer management processes. In addition, it sought a flexible, centralized and multi-channel system. A sort of hub of interactions, with a view to improving the Customer Experience but also optimizing the work of the operators.
Finally, it needed a single tool to manage services to end customers, provide assistance to partners and installers but also to solve internal requests between the various departments in an efficient and structured way.
Considering the peculiarities and characteristics of a company like EOLO, the company has chosen HelpdeskAdvanced as the only reference solution for Customer Service, extremely customizable and through which to tailor specific processes.
The HDA multichannel solution, as a centralized hub of interactions, has made it possible to optimize ticket management times and to have a 360 ° view of the customer history for a better Customer Experience.
HelpdeskAdvanced proved to be the ideal choice for EOLO because it guaranteed both the flexibility of being able to independently manage certain service configurations, and the level of scalability adequate to support the growth of the company.
Pat's HDA solution for proactive and multi-channel management of Customer Service today guarantees:
• centralized management of reports, which come from consumer and business customers, resellers, installers and other actors involved;
• the analysis of the reasons for contact;
• complete integration into external systems;
• the activation of a self-service portal for reporting, fully integrated on the site;
• a multi-channel management of requests for assistance.
"The choice fell on Pat because we found the customization, flexibility and scalability features we needed in HDA."
Lucia Pacini, Head of Customer Experience - EOLO
Find out how EOLO has responded to the needs of complexity and volumes of requests to optimize the Customer Experience of its customers by reading the Success Case.