SIME is an innovative player in the field of heating systems. Leveraging their vocation as innovators, they have decided to improve their services for customers and installers by focusing on cloud and BOTs.
Eudata and SIME Success Case. Innovate the CX and Field Services mixing a cloud based customer service with Video support
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The need
The heating system market is transforming itself, becoming more and more digital and controlled. To face this transformation companies like SIME need to evolve the way in which they interact with customers and installers using modern and automated technologies.
Eudata and SIME Success Case.
The solution
SIME transformed its customer service setting up a new Amazon Connect contact center to deliver support to customers and installers. Agents use Next2Connect, the Eudata agent desktop, for managing sessions, routing profiles and back end integrations. Moreover, they added Convy.AI to escalate voice processes to Video, in order to better support installers to do their daily activities on the SIME products.
Recently, SIME also added a Vocal BOT to manage some recurring tasks both for customers and for installers.
The results
- Thanks to Amazon Connect they reduced the costs for the contact center infrastructure and a huge simplification of the maintenance
- Convy.AI simplifies the problem resolution thanks to the video part that is a powerful tool to help the field service
- The Vocal BOT reduced the workload for agents, managing autonomously a large part of the activities and providing a better experience to users
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50
More than 50% of calls are managed by the Vocal BOT
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70
Save up to 70% of travel costs using Video support to enable users to solve problems quickly and without having on site intervention
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30
Cloud service simplifies the architecture reducing maintenance costs (estimated 30%)
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In just over a month, thanks to Eudata, we were able to migrate our Contact Center to the Next2Connect. In Fonderie Sime, we are beginning a new adventure to improve Customer Experience anche give higher value to our services. Eudata’s expertises allowed us to speed up this path, optmize costs and automate support processes to our technical services.“
GIUSEPPE BARBIERI – Head of Information Systems and Process Organization for Fonderie SIME
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Eudata and Fonderie Sime share a common tradition of customer satisfaction and innovation that are the basis of their respective successes and the challenges that await them in the future
GIORGIO ALICATA – Head of Direct Sales of Eudata
