Customer centricity, a strategic target
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 ally, 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, to manage daily voice calls, we implemented Romania’s Contact Center for the East-European market.
“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
In short
Customer: Prysmian Group
Sector: Industries
Location: Brazil, Spain, France, Portugal, UK, Australia, New Zealand, Romania
Goals
• Optimize the communication process for a renewed and efficient Customer Experience
• Allow employees to work remotely
