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.

Case Study Virgin Active

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.

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"With INGO, we offer an accessible service experience ANYTIME and ANYWHERE."

DIEGO FUSETTO - Customer Relations Manager at Virgin Active

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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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