Case Study: SIME improves customer experience and cuts support costs with Eudata

Eudata and SIME Success Case. Innovate the CX and Field Services mixing a cloud based customer service with Video support

SIME, an innovative player in heating systems, needed to modernize customer and installer support as the market became more digital and controlled. To improve service delivery, the company turned to Eudata and its Next2Connect agent desktop, alongside cloud-based contact center capabilities.

Eudata helped SIME move to Amazon Connect, equip agents with Next2Connect for routing and integrations, add Convy.AI for video escalation, and deploy a Vocal BOT for recurring tasks. The result was lower infrastructure and maintenance costs, with around 30% estimated savings from the cloud setup, more than 50% of calls handled by the bot, and up to 70% travel cost savings thanks to video support.

SIME

Giuseppe Barbieri

Head of Information Systems and Process Organization for Fonderie