Case Study: Unox Spa improves global customer service efficiency with Leanbit and Amazon Connect

How to make the customer service of a multinational more efficient our project for Unox Spa

Unox Spa, an Italian manufacturer of professional ovens for the global catering industry, faced a significant efficiency challenge within its customer service department. Despite a lean methodology, legacy systems prevented the team from managing 50% of incoming customer calls, hindering their goal of resolving issues within eight hours. To overcome these constraints and improve the customer experience, Unox partnered with vendor Leanbit to upgrade its digital infrastructure using products including Amazon Connect and Salesforce.

Leanbit implemented a cloud-based solution centered on Amazon Connect, a scalable cloud PBX, which was integrated with the existing Salesforce CRM. This provided operators with a single interface to access all caller data and interaction history instantly. The Agile implementation began with a pilot in France before a full rollout. The results were transformative: Leanbit's solution helped Unox increase its call answer rate (SL90 KPI) from under 50% to 70% within 90 seconds, without expanding the team. Subsequent data analysis led to further workflow adjustments, yielding an additional 5% improvement and paving the way for smart working.

Unox Spa

Gabriele Ballarin

Head of IT Department