Expertise

TRANSPORT AND LOGISTICS

2 MULTINATIONAL EXPRESS COURIERS

Why they hired us

To identify, plan and coordinate the activities necessary for the integration of processes and organization following a merger & acquisition operation between two multinationals in the sector

What we have done

We defined the governance model of the integration project and provided strategic support in defining and coordinating the process integration plan and the organization for the Italian Country

Objectives achieved

The integration took place on time and service, the unique case in Europe

DIGITAL FITNESS

MULTINATIONAL COMPANY BENEFITS FOR THE HEALTH AND QUALITY OF LIFE

Why they hired us

To introduce the Customer Experience culture within the company as a way to
contribute to Customer’ abandonment rate reduction after the trial period

What we have done

We applied our Customer Experience training path in 3 steps:

Step 1, “training on the job”: Customer Journey mapping, VOC collection, customer loyalty rate measurement through our Customer Quality Centers and identification of improvement actions on the most relevant touchpoints
Step 2, “Round &Go” and classroom training: use of dynamic methods for the training of all personnel on Customer Experience issues
Step 3, “passing into operation” of the new methods and processes: systematic measurement and reading of NPS and VOC, delivery of the engagement process with our Customer Quality Centers, the definition of improvement actions.

Objectives achieved

Customers’ abandonment rate has been reduced from 20% to 8%
Personnel started to approach the Customer centricity as a real corporate strategy
The Italian Country practices have been taken as a reference for all the other countries

UTILITY ELECTRICITY AND GAS

MULTI-REGIONAL MULTI-UTILITY OF ELECTRICITY, GAS, DISTRICT HEATING, ENVIRONMENTAL SERVICES, INTEGRATED WATER SERVICES

Why they hired us

To reduce the churn rate, especially in the first post-acquisition months

What we have done

We have identified «vital» touchpoints and created an omnichannel journey (social, telephone and web) for post-rethinking onboarding, to retain Customers and reduce negativity in the first 3-6 months

Objectives achieved

About 50% of Customers actively interact with the new journey
About 20% of respondents adhere to the specific initiative foreseen in the journey for long-term loyalty

CAR RENTAL

MULTINATIONAL

Why they hired us

To improve direct channel sales performance, to more efficiently redesign sales and Customer management processes and to build a measurement system for all Customer Care KPIs
To plan and coordinate the activities needed for the integration of all customer management processes at an international level (before/during/after sales)

What we have done

We analyzed needs and expectations and created a precise segmentation of Customers and contact channels, aiming to improve the quality of Customer Experience by increasing revenues
We have designed and implemented, also through a continuous training program on resources, a service quality measurement process for all sales channels (phone, chat and mail)
We defined the project governance model, the CRM process integration plan and the organization for the Italian Country

Objectives achieved

Average 3-year conversion rate: + 20%
Average revenue growth rate over 3 years: + 5%
Reduction in average sales service management costs over three years: -4%

FOOD PACKAGING

MULTINATIONAL

Why they hired us

To optimize the management of the Customer Service activities of the Italian headquarters, to build and deliver a training plan to ensure Customer satisfaction and improve the Customer Experience
To reorganize the main European plant in Poland in lean perspective

What we have done

We analyzed the processes and the relative governance systems, identified productivity, efficiency and service effectiveness KPIs and built models and measurement tools
Through a 12-month training path guided by the results and the expertise of the team, we have activated inter-functional worksites in “Agile” mode aimed at defining an executive plan shared by the entire organization

Objectives achieved

Rationalized internal communication flows and customers
Implemented problem solving framework
Defined the plan to introduce a Customer relationship management new model
Optimized processes and organization in Poland

SOFTWARE PRODUCTION AND DISTRIBUTION

LEADER COMPANY FOR COMPANIES AND PROFESSIONALS

Why they hired us

To perform a re-sellers search for Romania and Spain and build the agenda of appointments for the commercial network for software sales dedicated to large companies (> € 50mio)

What we have done

We have identified the reference market and the target to contact
We have carried out the leads profiling through the phone activity in Romanian and Spanish, defined the agendas of the sales network and prepared reports complete with information to support the commercial visit

Objectives achieved

The Customer has opened the sales offices in the 2 Countries and started up new activities abroad, continuing to use Customer Experience Italia to support the sales network

ELECTRICAL SYSTEMS

SOCIETY LEADER IN THE PRODUCTION AND DISTRIBUTION OF VIDEO SURVEILLANCE SYSTEMS AND TELEPHONE SYSTEMS

Why they hired us

To communicate product news directly to installers in order to start the purchasing process on the distributors’ network

What we have done

We contacted installers in low market penetration geographic areas from our Customer to take a phone appointment with the sales engineer and organized the agendas

Objectives achieved

Sales increase on the territory covered by the activity: + 10%

HYPERBARIC ROOMS

WORLD LEADER IN THE PRODUCTION AND DISTRIBUTION OF HYPERBARIC ROOMS

Because they hired us

To complete and enrich in a fast and multi-language mode the profiling of contact requests received via the site, following the launch of a digital worldwide campaign on two new product lines

What we have done

We managed all the contact requests received in Italian, English, French, German, Spanish and Portuguese within 2 hours, profiling the personal data for each product line with company and contact preferences information

Objectives achieved

Lead enrichment and profiling according to the service and quality levels required by the Customer
Identification of a further business opportunity linked to maintenance services

PUBLISHING

NATIONAL JOURNALIST HEAD

Why they hired us

To implement and manage live chat on the online store section with a volume of 5,000 unique daily visitors

What we have done

We have selected the provider, defined the engagement rules and managed all the online contact activity finalizing the purchase

Objectives achieved

Increase in online sales: + 18%

TRANSPORT AND LOGISTICS

2 MULTINATIONAL EXPRESS COURIERS

DIGITAL FITNESS

MULTINATIONAL COMPANY BENEFITS FOR THE HEALTH AND QUALITY OF LIFE

UTILITY ELECTRICITY AND GAS

MULTI-REGIONAL MULTI-UTILITY OF ELECTRICITY, GAS, DISTRICT HEATING, ENVIRONMENTAL SERVICES, INTEGRATED WATER SERVICES

CAR RENTAL

MULTINATIONAL

FOOD PACKAGING

MULTINATIONAL

SOFTWARE PRODUCTION AND DISTRIBUTION

LEADER COMPANY FOR COMPANIES AND PROFESSIONALS

ELECTRICAL SYSTEMS

SOCIETY LEADER IN THE PRODUCTION AND DISTRIBUTION OF VIDEO SURVEILLANCE SYSTEMS AND TELEPHONE SYSTEMS

HYPERBARIC ROOMS

WORLD LEADER IN THE PRODUCTION AND DISTRIBUTION OF HYPERBARIC ROOMS

PUBLISHING

NATIONAL JOURNALIST HEAD

CUSTOMER EXPERIENCE

BUSINESS DEVELOPMENT AND EFFICIENCY

ENGAGEMENT OPERATIONS

TRAINING AND TUTORING

CUSTOMER EXPERIENCE ITALIA

CONTACTS

FOLLOW US