Case Study: Eolo improves digital customer care and agent efficiency with Eudata

How Eudata reduced agent work overload and increased customer experience

Eolo, an Italian telecom company focused on ultra-broadband wireless services, was growing rapidly and needed to keep customer care quality high as its active customer base expanded past 220,000 with more than 10,000 new customers added each month. The company worked with Eudata to address increasing contact volumes, limited contact center capacity, and the need for a stronger digital customer experience across online channels.

Eudata implemented its Omnichannel Platform to replace the previous system and unify Eolo’s customer care tools in a single dashboard integrated with CRM and ticketing. The solution added chat and social channels, customer identification, proactive engagement, automated ticketing, and bot-based flows for support and teleselling. The impact was significant: agent system efficiency increased by 45%, interaction handling time dropped by about 45 seconds to 1 minute per contact, and Eolo saved 34 hours per day across 2,700 average daily interactions.

Eolo

Luca Spada

Eolo