Case Study: OCME achieves 24/7 global customer support with BeCloud Solutions

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OCME, a leading packaging machinery company headquartered in Italy, faced the challenge of improving its global technical help desk to provide more flexible, personalized, and around-the-clock support to its customers. To achieve its goal of ensuring qualified support with a guaranteed response time, OCME partnered with vendor BeCloud Solutions to implement their BeInContact service.

BeCloud Solutions implemented a solution utilizing geolocated international numbers and a "Follow the sun" call routing function to direct support queries to the appropriate global team based on the customer's location and time zone. The platform was integrated with OCME's SAP CRM system to instantly verify customer contracts and present technicians with all relevant data and equipment information on an intuitive Agent Desktop. This allowed OCME to unify its software architecture and provide instant, multilingual, 24/7 support globally. As a result, distance was eliminated as a barrier, and the company's remote support center can now offer complete and immediate assistance directly from senior technicians.

OCME

Paolo Bertocchi

OCME