CASE STUDY > Virgin Active
Virgin Active case study: the evolved Contact Center in the fitness world
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Growing together with customer needs
The Virgin Active customer chose INGO for a series of services built over time based on the requests expressed. Initially in 2021, a Contact Center was created, and then in 2022 a Customer Support Chat and a Customer Satisfaction Index (CSI) service were also included.
In 2023, the client expressed a desire to redesign the customer journey of its customers, so INGO provided a tailored solution, incorporating automation and Artificial Intelligence into the management processes. With 2024 then chose to integrate XCALLY and Zendesk systems for creating support tickets.
As a result of this growing project, the client has come to handle up to 40 percent of calls in an automated mode, reducing wait times by 40 percent , with a cost savings of about 15 percent.
DIEGO FUSETTO - Customer Relations Manager at Virgin Active
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