GeSI Brescia: management and control of internal processes for maximum efficiency in customer service

Aeonvis implemented Salesforce Service Cloud and Service Cloud Voice for GeSI Brescia, optimizing the management of intervention requests in public housing apartment buildings. The solution improved the management of telephone reports and introduced a case prioritization system, increasing the efficiency and timeliness of interventions.

#Energy #Optimization #SystemIntegration.

GeSI Brescia revolutionizes condominium management with Salesforce: efficiency and control in service processes

THE CLIENT

GeSI - Integrated Services Management

GeSI, an “in house” company of Aler Brescia, Cremona and Mantua with more than 20 years of experience, specializing in the management of public and private assets, with a focus on plant upgrading and energy saving, has chosen to take on a new challenge to improve the operational efficiency of its internal processes and provide a comprehensive, high value-added customer service.

THE SCENARIO

Enhance call-in management with Salesforce and Service Cloud Voice

GeSI contracted Aeonvis with the main objective of improving the control of condominium intervention requests in public housing buildings. The company, following an order in a new sector, needed to implement a system for managing requests for intervention in the automation of processes related to condominium breakdowns and the organization of master data of customers and building units.

Through the introduction of Salesforce CRM, GeSI sought to solve these challenges by working on the aspects to be improved, especially regarding the management of telephone reports by offering Salesforce Switchboard Integration: Service Cloud Voice as a solution.

GeSI needed a unified system to effectively manage increased operational productivity while providing more timely customer service. This challenge included more efficient internal management, a reduction in response time, followed by immediate and integrated business follow-up in a single platform.

This goal has been completely achieved while also allowing business costs to be reduced, thus maximizing the effectiveness of the investment.

THE CHALLENGE

How a unified system increased productivity and optimized customer service

THE SOLUTION

Improving customer service: how GeSI Brescia has enhanced the management of reports with Service Cloud and Service Cloud Voice

Aeonvis’ intervention for GeSI involved the integration of Service Cloud and Service Cloud Voice.
In particular, a customized solution was developed, including a wizard-based functionality for managing telephone reports and the implementation of an e-mailing path for the delegation of external reports.
In addition, the integration of the Salesforce switchboard, based on the Amazon platform, completed the work environment, enabling more efficient control of communications and greater customer satisfaction.
Through Aeonvis’ CRM Salesforce consulting, GeSI was able to:

Increase user capabilities with omnichannel capabilities that enabled real-time access to all key customer data
Reduce customer waiting times through the inclusion of queue management features and the activation of automated responses for communications related to the progress of intervention activities

Optimize the management of interventions, by means of a service case prioritization (SLA) process
Improve effectiveness in customer communication and engagement across all business channels
Increase all business customer service and team management performance, enabled by monitoring KPIs through advanced and predictive reports and dashboards

THE RESULT

How Aeonvis elevated GeSI Brescia’s customer experience with Salesforce customization

Aeonvis’ professionalism and expertise in consulting and strategy have improved GeSI’s customer experience, which has enabled the achievement of a new level of customer service through customization and simplification of processes, offered by Salesforce technology.