Lario Reti Holding

Lario Reti Holding S.p.A. has been the manager of the Integrated Water Service for all municipalities in Lecco Province since the 1st of January 2016. Lario Reti Holding is a company with full public capital and its owners are 87 municipalities from Lecco and Como Provinces, through a special company called Ufficio d’Ambito di Lecco. It was officially founded on the 22nd of April 2008 and the merged entities are already operating in the territory of the Lecco Province in the public services sector.

CHALLENGE & GOALS

Lario Reti Holding has the continuous improvement of the quality of the services offered to the citizen as its mission, increasing the efficiency of the resources and the means for the attainment of the objectives and the levels of service demanded from the authority.

The main pillar was, therefore, the adoption of two Full Cloud platforms integrated with each other, for the simultaneous management of data and interaction. On the one hand, Salesforce CRM and on the other the 100% Cloud Omnichannel Contact Center platform offered by BeCloud Solutions called BeInContact.

Thanks to this approach, LRH has succeeded in optimizing all the flows, the management of daily contacts, and the operativity of the agents thus ensuring a high quality and immediacy of fruition of the offered services.

To achieve these results, effective operating procedures have been defined and focused on continuous innovation that has allowed everyone, even users with less familiarity with digital tools, to interact easily and quickly with any type of request and need, focusing on a high Customer Experience renewal and innovation.