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.
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.
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.
- 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
More than 50% of calls are managed by the Vocal BOT
Save up to 70% of travel costs using Video support to enable users to solve problems quickly and without having on site intervention
Cloud service simplifies the architecture reducing maintenance costs (estimated 30%)
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