A partnership that generates value
Arquati, a historical italian brand specialised in production of awnings and pergolas, has no equal in the world. With courage, a professional approach and more than 60 years of experience on the market, Arquati tailor made solutions will be able to satisfy every request. For the company fulfilling the clients expectations is imperative.
Be it office, home or exterior the product’s quality must be top priority.
CHALLENGES & OBJECTIVES
The partnership between BeCloud and Arquati sparks form the latter’s desire of optimization for its Customer Service and Contact Center.
Enhancing service quality and obtaining quicker connection with customers was the priority. BeInContact fulfilled all prefixed objectives. In 2021 the management of interaction numbers has grown to 25.000 inbound calls and 400.000 outbound ones. We upgraded the Swiss, French and Italian contact channels.
Automation has been the key to enhance the company’s Customer Experience. Thanks to BeInContact, Arquati covered all commercial Inbound and Outbound processes, Customer Assistance, consultation and appointment areas. Together we upgraded the Payment solicitation process. Constant monitoring and Agent operation optimization evolved Arquati’s Customer Service.
With BeInContact integrations on Arquati’s CRM, enriching the agent’s experience with clients related informations was only the beginning.
Thanks to BeInContact, through target lists, we optimised Outbound calls and Customer Service management time. We integrated Voice Channel as well as automatic SMS channel directly into CRM.
Voice Channel: Arquati requested black phone numbers with French, Swiss and Italian prefixes. Through BeCloud’s IVR and Arquati’s custom CRM this numbers intercept the client’s call. The agent receives all the necessary informations to rapidly and efficiently satisfy the client’s request. With the callback functionality implemented, as well as a virtual queue, the client gets automatically called back without waiting.
SMS Channel: manual sending is implemented directly to the Stand Alone Agent Desktop at the operator’s service. Automatic message sending is also available through SMS Campaign.
Outbound Campaign Manager: applied through the BeInContact List Management. Clients are proactively reached to schedule appointments/sell Arquati’s products. Contact lists, archived within CRM, are imported to Campaign Manager. The Dialing system, Preview or Progressive mode, helps the operator or automatically dials the record soon to be called. At this stage the operator will find all the clients information within the list on the screen.
To manage Inbound and Outbound channels the agent reaches out to BeInContact stand alone Agent Desktop. This single unit screen contains all the clients data an agent needs.
Simplifying processes is but the first step to upgrade, through automatic implementations, the agent’s daily work. Operators, now that a multichannel platform is finally operative, utilize different advantages: direct client communication on different channels as well as transparent, efficient processes. Thanks to BeInContact agents performance constant monitoring and rapid assistance to critical situations have become reality.
“Arquati’s Contact Center needed comprehensive technology to handle all communication channels. Together with the partnership with BeCloud, we now have a robust CXM solution with all the functionality needed to raise the level of customer service we provide to customers.”
Director of Purchasing