Rinascente – Innovating Customer Service in the Retail World

The challenge of Rinascente

Rinascente S.p.A., a historic chain of stores founded in Italy at the beginning of the 20th century and now part of the Thai Central Group, has decided to radically innovate its Customer Service to respond to the needs of an increasingly digital and customer-oriented retail market.

The objective was to offer a personalized, rapid, and reliable experience, reducing wait times, optimizing interactions, and enhancing the technological investments already made.

In just 30 days, thanks to Eudata solutions, the new Contact Center “Now Rinascente” was created, based on Amazon Connect and Salesforce (SFDC), capable of centralizing services on a single number and managing both inbound and outbound contacts. This approach has allowed for the combination of advanced technology, intelligent automation, and human support, ensuring optimal management of contacts and a superior Customer Experience.

La Rinascente wanted to renew its Customer Service to offer customers a simpler, faster, and more reliable experience, reducing wait times and enhancing previous infrastructures

A digital Contact Center has been implemented based on Amazon Connect and Salesforce, with over 80 operators and centralized services on a single inbound number

95% of contacts are managed quickly, reducing interaction times, thanks to a customer-centered model and optimized processes

Thanks to Eudata and Amazon Connect, we are able to offer a better experience to our customers and a model that puts the customer at the center, enhancing all the investments made in the past.