Case Study: Lario Reti Holding achieves faster, more orderly citizen service management with BeCloud Solutions' BeInContact

A renewed Customer Experience at service of citizens

Lario Reti Holding, the manager of the Integrated Water Service for 87 municipalities in Lecco and Como Provinces, sought to improve service quality and operational efficiency for its citizens. The main challenge was to optimize customer interaction flows and agent effectiveness by integrating its data management with a modern communication platform, leading them to partner with BeCloud Solutions.

BeCloud Solutions implemented its full cloud omnichannel platform, BeInContact, which was certified and integrated with the customer's existing Salesforce CRM. This solution provided a single interface for agents, a simple IVR system for call routing, and automated the creation of pre-populated support cases. The results included faster, more orderly call management, comprehensive historical archiving, and real-time reporting on service levels, allowing Lario Reti Holding to substantially increase customer experience and meet strict regulatory requirements.

Lario Reti Holding

Ezio Manio

IT Manager Information Technology