Case Study: Arquati achieves omnichannel customer service optimization with BeCloud Solutions and BeInContact

A partnership that generates value

Arquati, a historic Italian brand specializing in awnings and pergolas, needed a comprehensive technology solution to handle all communication channels for its contact center. Their challenges included optimizing activities, improving customer service, and managing a large volume of interactions on voice and SMS channels. They partnered with BeCloud Solutions and implemented the BeInContact platform to address these needs.

BeCloud Solutions implemented an omnichannel solution using BeInContact, integrating it with Arquati's CRM. This provided 360-degree coverage of all inbound and outbound communications, including sales, customer service, and appointment management. The solution featured an intelligent IVR for call routing, automated SMS campaigns, and an Outbound Campaign Manager. The key benefits were significant process simplification and improved agent efficiency, as they gained the ability to communicate with customers across different channels through more transparent and effective processes.

Arquati

Federico Schettini

Director of Purchasing