{"id":6867,"date":"2025-03-21T12:00:00","date_gmt":"2025-03-21T11:00:00","guid":{"rendered":"https:\/\/ingo.it\/?p=6867"},"modified":"2025-03-21T11:29:48","modified_gmt":"2025-03-21T10:29:48","slug":"automated-escalation-management-through-the-use-of-advanced-ivrs-a-case-study","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/case-study\/automated-escalation-management-through-the-use-of-advanced-ivrs-a-case-study\/","title":{"rendered":"Automated escalation management through the use of advanced IVRs: a case study"},"content":{"rendered":"\n

In a global environment characterized by service requests in multiple languages and varying volumes, efficient customer care management is a significant challenge for international companies. This case study illustrates how INGO addressed and solved the challenges of a customer who needed to streamline its support processes<\/strong> by implementing a centralized SPOC (Single Point of Contact) and leveraging advanced IVRs<\/a><\/strong> to automate escalation, with continuous and multilingual coverage. <\/p>\n\n

Who is the client company<\/h2>\n\n

The customer is a key player in the industrial, service, and facility management sectors. A technology leader in electrification and automation<\/strong>, it is committed to shaping a more sustainable and efficient future in resource management. By combining engineering expertise and software solutions, the company optimizes production, handling, power and resource utilization. With a tradition of excellence spanning more than 140 years<\/strong>, its more than 110,000 employees<\/strong> are committed to driving innovations that accelerate industrial transformation. <\/p>\n\n

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

The client turned to INGO<\/a><\/strong>, its long-standing supplier, because it wanted to optimize its customer care<\/strong> with a project that was designed specifically for its business needs.<\/p>\n\n

For what reason did the company contact INGO<\/h3>\n\n

The company’s overall goal was to completely rationalize the various fragmented service channels<\/strong>, entrusting them to a single point of contact responsible for handling all requests, leveraging customizable IVRs and automation. <\/p>\n\n

What were the needs of the company?<\/h3>\n\n

At the time the client asked INGO to set up a project, the issues to be solved were very clear: on the one hand, the volumes of service requests fluctuated greatly<\/strong>, creating moments of overload followed by periods of relative calm that made it difficult to right-size resources; on the other hand, it was constrained by rigid procedures that had to be followed 100 percent<\/strong> to ensure high quality standards and regulatory compliance. It also had the need to handle calls in multiple languages<\/strong>. <\/p>\n\n

What services did he need and what were the goals set? <\/em><\/h3>\n\n

By doing an analysis together with the client, four basic needs were identified that were driving the request:<\/p>\n\n