Next-Gen After-Sales Tech & Service
Estendo is a company specialising in innovative after-sales services, with a strong focus on extended warranties and technical support solutions for consumer electronics, home appliances, and other durable goods.
Founded to transform the traditional concept of warranty into a comprehensive service experience, Estendo partners with leading retailers, manufacturers, and distributors to deliver tailored coverage programs. These services are managed through a proprietary digital platform designed to streamline operations and enhance the post-purchase journey.
With a flexible, customer-centric approach, Estendo creates value for both business partners and end consumers, ensuring reliability, transparency, and simplicity across every post-purchase interaction.
THE CHALLENGE AND OBJECTIVES
Estendo needed to centralise the management of both B2B and B2C communications, replacing a fragmented and non-scalable setup. Key challenges included integrating with the client’s core systems, efficiently managing multiple communication channels, automating workflows, and ensuring full traceability of interactions.
The goal was to implement a single, flexible, omnichannel platform capable of enhancing the customer experience, supporting engagement campaigns, and enabling a more advanced, unified, and data-driven approach to Customer Service.
“BeInContact has transformed our Contact Center by centralising all communication channels into a single, efficient platform fully integrated with our management system. Thanks to this solution, we have improved service quality and operational efficiency, with timely support and training always in place.”
Monitoring & Processes Manager
In short
“BeInContact has transformed our Contact Center by centralising all communication channels into a single, efficient platform fully integrated with our management system. Thanks to this solution, we have improved service quality and operational efficiency, with timely support and training always in place.”
Monitoring & Processes Manager
Goals
Customer: Estendo
Sector: Post-selling services / Extended Warranty & Service Management
Location: Italy
Functionality
Estendo needed a single, scalable platform to centralise communications, integrate them with the management system, and improve both the customer experience and Customer Service.
