Cadlog, a leading European company in digitalising the electronic factory, is part of Var Group, a large industrial company with a turnover of 400 million, a team of over 2,700 specialists, and 35 offices worldwide.

This IT leader supports companies’ competitiveness by integrating solutions, services, and technologies for the digitalization of processes. Moreover, Var Group is part of the SeSa Group, whose mission is to lead technological and digital innovation in the service of people and businesses. Since 2013, the Sesa Group has been present on the Italian Stock Exchange.

CHALLENGE AND GOALS

The project arose from the need for an integrated voice and data solution to efficiently manage daily customer interactions, primarily focused on lead detection and qualification. Cadlog agents and supervisors are senior professionals dedicated to technical coordination who proactively monitor the customer’s needs and advise on the possibilities for optimizing products and flows.

Thanks to the integration between BeInContact and Salesforce, operators can manage inbound interactions in a single web interface and have caller information captured during IVR and shown on the screen at the same time as the call routing on the operator station.