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DeLonghi Consumer Products | EMEA S SAP Service Cloud
Consumer Products
De’Longhi is one of the world’s leading players in small domestic appliances associated with the world of coffee, the kitchen, air-conditioning, and home care. Its community of about 10,000 employees contributes to launching products that are increasingly innovative and tailored to consumers’ needs.
Single View Of the customer journey 14+ Apps Integrated with SAP Service Cloud >1.5M Interactions Successfully managed per year
Headquarters Italy
Products Domestic appliances
Revenue
Web Site
€2.35 B
delonghi.com
Business Challenges • Remove obstacles between the company and customers by being customer-centric and having an omnichannel strategy to encourage convenient and positive customer experiences • Create best-in-class customer service with a user-friendly, high-performing, efficient, and well-integrated solution for agents to communicate with customers Customer Benefits • Improved performance of customer service agents with the speed and usability of the solution for customer dealings • Boosted agent productivity, faster query-resolution, and smoother customer experiences • Strong connection to company channels and processes, allowing workflow automation • Greater traceability, visibility, and cost-saving opportunities from faster query resolution and data-driven decision-making • User-friendly interface, allowing customers to quickly get answers through Web chat in one convenient and comfortable interaction “Nowadays, being customer centric, having an omnichannel strategy, and equipping your customer service agents with the right tools are essential components in creating excellent customer experiences.”
Chiara Bearzatti Global Consumer Care Manager De’Longhi Appliances S.r.l.
Read the Success Story
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