Customer Support at Vimar: Positive Energy
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Scenario
Digitization and optimization: how Vimar reinvents Customer Service
Vimar has grown by interpreting the evolution of living styles in a rapidly changing society: from the simple electrical system, which was primarily asked for safety, to modern home automation systems, which make technology a daily ally.
In this competitive context, Vimar has continued to invest in the management of services offered to customers, particularly those dedicated to Customer Service, and to optimize the overall workload of the internal areas involved.
To achieve this, new processes and architectures have been introduced to enhance customer support methods and the communication channels offered, in order to respond promptly to requests while simultaneously improving the workload distribution of the involved staff.
To digitize and optimize the customer service activity management process with all its clients, Vimar has chosen Cluster Reply as its technology partner.
Solution
A comprehensive and integrated Customer Service
The Customer Service is aimed at both end customers and all operators in the supply chain (wholesalers, designers, installers, etc.). During the case resolution process, operators also have the option to request support from second-level technical staff or to rely on the support of technical assistance centers. The use of Microsoft Dynamics 365 allows all Vimar staff in the Customer Assistance area to use a single Customer Service system, which, integrated with other company systems, includes functionalities such as privacy management and warranty management in the ticket resolution process.
Microsoft Dynamics 365 offers, in addition to usability via browser, primarily used by on-site operators, a mobile app experience as well. This app is mainly used by technical assistance centers in the field. It indeed speeds up the resolution of on-site interventions and allows for fast, real-time communication with on-site operators. Thanks to the mobile application, therefore, intervention management and data management for privacy can be carried out directly on-site.
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Conclusion
Standardizing Customer Support with Microsoft Dynamics 365
Cluster Reply, using the Customer Service module of Microsoft Dynamics 365, has created a solution that has allowed for the standardization of processes starting from the opening of a support request, received via telephone switchboard, email, or institutional website. The different channels enable the unique management of support by leveraging the integration between the various platforms.
VIMAR
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Vimar is an Italian company that produces electrical and electronic materials. It is mainly active in Italy and has production units and commercial offices in Austria, France, Greece, United Arab Emirates, China, Singapore, Chile, Mexico, and Venezuela. Light is energy, heat, life. In this direction, Vimar has been working since 1945, with passion and a desire to innovate: a story that begins in the immediate post-war period, in Marostica, and today sees the company present all over the world.