{"id":24548,"date":"2022-10-20T15:10:55","date_gmt":"2022-10-20T13:10:55","guid":{"rendered":"https:\/\/pat.eu\/?p=24548"},"modified":"2022-10-20T15:14:15","modified_gmt":"2022-10-20T13:14:15","slug":"the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/","title":{"rendered":"The innovation of EOLO’s Customer Service: multi-channel and proactivity at the service of customers"},"content":{"rendered":"
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EOLO<\/strong> has activated a process of transformation<\/strong> and optimization<\/strong> of its Customer Service<\/strong>, with a view to \u201ccontinuous service improvement<\/strong>\u201d thanks to Pat's HDA solution.<\/p>\n

Founded in 1999, EOLO SpA is a national telecommunications operator, leader in the field of ultra-broadband<\/strong> 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<\/strong>.<\/p>\n

The company needed a solution capable of building<\/strong> and defining stable<\/strong> and structured customer management processes<\/strong>. In addition, it sought a flexible<\/strong>, centralized<\/strong> and multi-channel system<\/strong>. A sort of hub of interactions<\/strong>, with a view to improving the Customer Experience<\/strong> but also optimizing the work of the operators.<\/p>\n

Finally, it needed a single tool to manage services to end customers<\/strong>, provide assistance<\/strong> to partners and installers but also to solve internal requests between the various departments in an efficient and structured way.<\/p>\n

Considering the peculiarities<\/strong> and characteristics<\/strong> of a company like EOLO, the company has chosen HelpdeskAdvanced as the only reference solution<\/strong> for Customer Service<\/strong>, extremely customizable and through which to tailor specific processes.<\/p>\n

The HDA multichannel solution<\/strong>, as a centralized hub of interactions<\/strong>, has made it possible to optimize ticket management<\/strong> times and to have a 360 \u00b0 view of the customer history for a better Customer Experience<\/strong>.<\/p>\n

HelpdeskAdvanced proved to be the ideal choice for EOLO because it guaranteed both the flexibility<\/strong> of being able to independently manage certain service configurations, and the level of scalability adequate to support the growth of the company.<\/p>\n

Pat's HDA solution for proactive<\/strong> and multi-channel management<\/strong> of Customer Service<\/strong> today guarantees:<\/p>\n

\u2022 centralized management<\/strong> of reports, which come from consumer and business customers, resellers, installers and other actors involved;
\n\u2022 the analysis of the reasons for contact<\/strong>;
\n\u2022 complete integration<\/strong> into external systems;
\n\u2022 the activation of a self-service portal<\/strong> for reporting, fully integrated on the site;
\n\u2022 a multi-channel management<\/strong> of requests for assistance.<\/p>\n

\"The choice fell on Pat because we found the customization, flexibility and scalability features we needed in HDA.\"<\/em>
\nLucia Pacini<\/strong>, Head of Customer Experience - EOLO<\/p>\n

Find out how EOLO has responded to the needs of complexity<\/strong> and volumes of requests<\/strong> to optimize the Customer Experience<\/strong> of its customers by reading the Success Case.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

EOLO has activated a process of transformation and optimization of its Customer Service, with a view to \u201ccontinuous service improvement\u201d 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 […]<\/p>\n","protected":false},"author":798165,"featured_media":24550,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[108],"tags":[517,448],"yoast_head":"\nThe innovation of EOLO's Customer Service: multi-channel and proactivity at the service of customers - Pat<\/title>\n<meta name=\"description\" content=\"The innovation of EOLO's Customer Service: multi-channel and proactivity at the service of customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The innovation of EOLO's Customer Service: multi-channel and proactivity at the service of customers - Pat\" \/>\n<meta property=\"og:description\" content=\"The innovation of EOLO's Customer Service: multi-channel and proactivity at the service of customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-20T13:10:55+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-20T13:14:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/10\/Sede-EOLO.png\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Stefania Bosa\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stefania Bosa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\"},\"author\":{\"name\":\"Stefania Bosa\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13\"},\"headline\":\"The innovation of EOLO’s Customer Service: multi-channel and proactivity at the service of customers\",\"datePublished\":\"2022-10-20T13:10:55+00:00\",\"dateModified\":\"2022-10-20T13:14:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\"},\"wordCount\":402,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Case Studies\",\"Customer Service\"],\"articleSection\":[\"News\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\",\"url\":\"https:\/\/pat.eu\/en\/2022\/the-innovation-of-eolos-customer-service-multi-channel-and-proactivity-at-the-service-of-customers\/\",\"name\":\"The innovation of EOLO's Customer Service: multi-channel and proactivity at the service of customers - 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