{"id":4898,"date":"2023-03-06T14:58:00","date_gmt":"2023-03-06T13:58:00","guid":{"rendered":"https:\/\/ingo.it\/blog\/news\/case-study-improving-customer-care-in-the-furniture-industry\/"},"modified":"2024-05-24T15:11:21","modified_gmt":"2024-05-24T13:11:21","slug":"case-study-improving-customer-care-in-the-furniture-industry","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/case-study\/case-study-improving-customer-care-in-the-furniture-industry\/","title":{"rendered":"Case Study: Improving Customer Care in the Furniture Industry"},"content":{"rendered":"\n

Who is the customer<\/h2>\n\n

A major furniture manufacturer born in the Northeast<\/strong>, a reference point for the purchase of furniture for private users. With over twenty years of experience and more than twenty outlets throughout Italy, it offers customers a wide assortment of furniture and furnishings, which can be purchased at a factory price<\/strong>. <\/p>\n\n

The company immediately stood out from its competitors thanks to its all-inclusive service, which provides the expertise of experienced interior designers, collection of used items, transparent pricing, and a minimum five-year warranty. The customer is also well-known for its professional customer service and diverse range of furnishing solutions.<\/p>\n\n

What were the client’s needs?<\/h2>\n\n

Through our partnership with TIM, INGO received a request from the customer to provide an outbound voice channel to their operators<\/a><\/strong>, who were active in various retail locations within the group. The goal was to allow each agent to contact generated leads<\/strong> and schedule appointments with potential customers at the store to view furniture and furnishings. <\/p>\n\n

The furniture company needed to have a set of mobile numbers<\/strong>, considered less “blockable” than a landline number, to call customers. The proposed system needed to be flexible enough to accommodate new store openings. <\/p>\n\n

What was accomplished<\/h2>\n\n

INGO adopted XCALLY<\/a>, the omnichannel software<\/strong> designed to enhance corporate customer service, redesign customer experience, and provide a seamless experience across all channels. <\/p>\n\n

The installation was realized in the cloud at the TIM cloud, and the connection with the customer’s meshed MPLS network was managed<\/strong>, along with the implementation of a customized IVR and system maintenance. <\/p>\n\n

INGO focused on speed of execution, reliability, innovation, and omnichannel capabilities<\/strong> to achieve the customer’s initial objective. <\/p>\n\n

The results achieved<\/h2>\n\n

The project succeeded in increasing call management efficiency <\/strong> and reducing waiting times. Call volume grew by 25%<\/strong>, with increased customer interactions achieved through the introduction of the multichannel process. <\/p>\n\n

Currently, the customer has over twenty operational locations with more than 125 active licenses<\/strong>. The company utilizes integration with Yealink’s GSM2VOIP gateways. INGO also worked on integrating the new locations and centralized call management. <\/p>\n\n

A success story<\/h3>\n\n

Thanks to the innovative philosophy and advanced technology involved<\/strong>, the customer’s requests were met, and the results obtained were satisfactory. INGO and XCALLY, working synergistically, are capable of building specific projects for each company<\/a><\/strong>, following the process from the initial analysis phase to the implementation of integrated, scalable, and modular omnichannel strategies that serve the customer experience. <\/p>\n","protected":false},"excerpt":{"rendered":"

In this case study, we analyze how the implementation of omnichannel software enabled our client, a leader in the furniture industry, to enhance their customer service.<\/p>\n","protected":false},"author":4,"featured_media":6333,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[14,6],"tags":[36,29,35],"class_list":{"0":"post-4898","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","6":"hentry","7":"category-case-study","9":"tag-customer-care-en","10":"tag-customer-experience-en","11":"tag-omnichannel-en"},"acf":[],"yoast_head":"\nCase Study: Improving Customer Care in the Furniture Industry - Customer experience e omnichannel solutions | Ingo<\/title>\n<meta name=\"description\" content=\"Customer care: XCALLY and a case study on furniture industry. 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