SIME – Innovation in Customer Service and Field Service

Fonderie SIME is an innovative company in the heating systems sector. Thanks to its vocation for innovation, it has decided to improve services for customers and installers, focusing on cloud solutions and intelligent BOTs.

The market for heating systems is becoming increasingly digital and controlled. To keep up, SIME needed to evolve the way it interacts with customers and installers by adopting modern and automated technologies to make the service more efficient and scalable.

SIME has transformed customer service by implementing a new Amazon Connect contact center, supported by the Next2Connect platform by Eudata for session management, routing, and integration with backend systems.

Additionally, Convy.AI has allowed a shift from voice processes to video support, improving assistance for installers. Recently, a Vocal BOT has been added to autonomously handle recurring tasks for both customers and installers.

SIME had to evolve the way of interacting with customers and installers by adopting modern and automated technologies.

SIME has implemented a contact center Amazon Connect integrated with Next2Connect, has introduced Convy.AI to transition from voice processes to video support and a Vocal BOT to autonomously manage recurring tasks.

Reduction of costs and maintenance complexity of the contact center, faster problem resolution thanks to video support and alleviation of the agents' workload, improving the overall user experience.

“In just over a month, thanks to Eudata, we have managed to migrate our Contact Center to Next2Connect. At Fonderie SIME, we are starting a new adventure to improve Customer Experience and provide greater value to our services. The expertise of Eudata has allowed us to accelerate this journey, optimize costs, and automate support processes for our technical services.”