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Socomec has a call center where operators provide assistance on various products. Before relying on Arket, the opening of the support ticket was not automated and each operator manually activated the procedure, recording on paper the information about the end customer and his problem. This entailed the risk of incomplete information, loss of information in the transition to colleagues and a drastic increase in time if the ticket was reopened at a later stage after the first contact. The need was therefore to manage in a streamlined but complete and tracked way calls, not only for the individual operator but for the entire service team.
The added value of this operational choice is given by the considerable time savings in the management of calls and the possibility to analyze all the information, such as the workload of the teams, the products with the most reports and the nature of the same. This last feature ensures a completeness of information that goes beyond the effective management of the report, as it is an important element for the verification of production processes.
Discover the platform we used to digitize the entire support call management ì flow in Socomec Group
Discover the platform we used to digitize the entire support call management ì flow in Socomec Group