Case Study: Farmacie Italiane Group improves customer service and callback handling with BeCloud Solutions

A new Customer Experience for the pharmacies of the future

Farmacie Italiane Group, one of Italy's largest private pharmaceutical chains, needed to provide a fast, innovative customer experience for its patients across 60 sales points. To meet this challenge, they partnered with BeCloud Solutions to leverage the BeInContact platform and modernize their inbound call handling and customer service processes.

BeCloud Solutions implemented an integrated telephony solution using their BeConnect service and BeInContact platform, which was unified with the customer's Salesforce CRM. The solution included features like screen pops of customer data for inbound calls, a callback request flow to reduce queue times, and integration of WhatsApp for Business. This allowed Farmacie Italiane's agents to manage all customer interactions efficiently from a single interface, improving service speed and placing the patient firmly at the center of their operations.

Farmacie Italiane Group

Umberto Gallo

Chief Executive Officer