Customer centricity, a strategic target
GET TO KNOW THE BUSINESS
Prysmian Group is a worldwide leader in producing cables and systems for energy and telecommunications. With almost 140 years of experience, a turnover of approx. 7,5 billion euros in 2015, beyond 19.000 employees in 50 countries and 88 production facilities. The Group boasts a solid experience in technologically advanced markets. Prysmian Group also has the widest range of products, services, technology, and know-how. Thanks to 17 research and development centers and beyond 500 qualified professionals it quickly became a leader in its market.
CHALLENGE & GOALS
Prysmian Group was looking for innovative, enterprise-class solutions to satisfy their requests: enhance Contact Center Services and upgrade Customer Experience.
BeCloud, as a strong allay, was able to optimize the communication process for a renowned and efficient Customer Experience.
The collaboration between BeCloud Solutions and Prysmian Group was born as part of the “Customer Centricity” program. Together, in order to manage daily voice calls, we implemented Romania’s Contact Center for the east-European market.
Through Prysmian Group Salesforce instance, and already integrated with the business CRM, BeInContact is able to recognize the caller. The phone call is then sent to the designated customer service account to undergo routing association. This way the caller’s information are visible through object contact’s pop up directly on the screen. A quick and intuitive solution.
Offering multiple communication channel to customers quickly became a priority. Evan Non-Customer Service Omnichannels had to adapt to meet the market’s requests and needs. That’s why Prysmian Group decided to extend BeIncontact adoption to other unmanaged contact channels.
The occasion raised with the implementation of the new Sorocaba Contact Center in São Paulo, Brazil. Other communication channels were introduced, keeping customer recognition and routing for association unchanged. BeCloud brought particular attention into data reporting and Customer Service Agents usability.
In addition to voice channel a direct web chat from the Prysmian Group Brazil website has been implemented. Facebook Messenger and a specific WhatsApp for Business account were introduced as well, managing instant messaging directly from the Network.
OTHER IMPORTANT IMPLEMENTATIONS
The platform recognizes the callers based on variables. Phone number, order number and identification code being few of them. The call is forwarded to the BU according to Sales Group’s reference.
Customer Service operators can, using only BeInContact Agent Desktop webpage, manage in single user interface all the configured channels, everywhere. After automatic recognition and verification process SAP integration allows operators access to customers info, optimizing and simplifying daily operations.
Prysmian Group’s decision to switch to the cloud was certainly a success. BeInContact was the answer to their Customer Service needs. Productivity, flexibility, and innovation in one reliable omnichannel service, ensuring real time quality and monitoring functionality an all provided services.
Relying on BeCloud has allowed top management and operation to monitor, analyse and develop future strategies respecting SLA and KPI.
“The solution has brought many advantages to our group: operating in multiple locations and markets, the whole process of Customer Centricity is unique and reported in a single point of information collection. BeCloud Solutions has proven to be a reliable partner and available in all project phases such as design, delivery and above all post-live, supporting operating and business in the phase of change management and, most importantly, adoption.”
Solution Delivery Manager – Middleware & Contact Center Information Technology