CASE STUDY > Furniture Sector

Case study: how XCALLY improved customer care in the furniture industry

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INGO and XCALLY for the creation of a multi-channel process

The client, a well-known furniture chain, needed to provide its agents with an outbound voice channel to contact potential customers and arrange appointments at points of sale.

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INGO, for this need, implemented the omnichannel software XCALLY, ensuring a smooth experience across all channels. The installation was carried out in the TIM cloud and INGO took care of the creation of a customised IVR, connection and maintenance of the system. The goal of speed, reliability and innovation has been fully achieved.

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Thanks to the implemented project, there was an increase in efficiency in call handling, with a reduction in waiting times. Call volume grew by 25 per cent, with an increase in customer interactions achieved through the inclusion of multichannel. INGO also worked on integration between the new locations and centralised call management.

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INGO, thanks to multichannel and technological innovations, is able to build specific projects for each company, following the process from the initial analysis phase to the implementation of integrated, scalable and modular omnichannel strategies. For over 20 years, Made in Italy at the service of the customer experience.

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