Engineering Innovation In
Digital Retail & Fashion
A new helpdesk and workplace management solution for a global leader in the design, production and commercialization of glasses.
Approach & Solution
Approach
Our Client, a global excellence in its sector, today counts tens of thousands of employees and more than 5000 stores in Italy and abroad. In order to overcome the challenges related to its huge dimensions, the company needed new digital tools for supporting its employees during their daily activities, allowing them to collaborate and communicate easily. Engineering D.HUB, our company for outsourcing and Cloud migration services, leveraging the long experience of collaboration and innovation with the Client, proposed a new Digital Workplace solution, adopting an approach which allowed to deeply understand specific and complex Client's requirements.
Solution
In particular, Engineering D.HUB integrated Office365 Digital Workplace solution, providing email, Skype and OneDrive services for a total of 17000 users. This implementation involved different types of IT users (among which around 2000 users operating abroad and 8000 "Blue Collar"), requiring dedicated support for accessing the digital platform.
In order to ensure a more efficient support service, we provided both an onsite presence and a centralized monitoring, aiming at better comprehending the operational needs.
Furthermore, this delivery model has been evolved during the project, providing a Virtual Service Desk integrated with the Vocalcom platform.
In this way, Engineering D.HUB offered the Client a multichannel support service, made accessible through different channels (chat, chatbot, click-to-call, ticketing tool, email, phone).
Results
More than 17000 users managed
Reduced time to solve problems
Higher user satisfaction on all parameters
Multichannel and H24 service
Project value
Cost-cutting Process performance Innovation
Enabling Technologies
Cloud
Engineering proprietary products & other technologies
Vocalcom CTI Suite SD&AS proprietary tool
Project Team
Engineering D.HUB