Case Study: San Marco Group improves customer service efficiency with Leanbit’s Nosco and Amazon Connect

Digital solutions for analogue companies the success of San Marco Group

San Marco Group, a paint production company, faced challenges managing complex customer service for both individuals and professionals using traditional tools like email and a single phone line. They engaged vendor Leanbit to implement a digital solution, specifically seeking to improve efficiency and the customer experience. Leanbit proposed using their Nosco platform integrated with Amazon Connect to create a multi-channel customer service tool.

Leanbit implemented Nosco as a central hub to manage all customer interactions, including phone calls, emails, and Telegram messages, which improved call response rates significantly. The solution also included an IoT integration for remote tintometer monitoring. This digital transformation allowed the company to pivot effectively during the COVID-19 lockdown, enabling smart working and maintaining service. Measurable results showed call response rates for private assistance rising from 35% to approximately 80%, with a future goal of 92%.

San Marco Group

Matteo Fedalto

Service Manager