Case Study
The Digital Workplace for a leading eyewear company
ABSTRACT
A new helpdesk and workplace management solution for a global leader in the design, production, and marketing of eyewear.
Where: italy
Where: italy
Challenge
Our client, a global leader in its sector, employs tens of thousands of people and operates more than 5,000 stores in Italy and worldwide. To overcome the challenges posed by such a large and complex organization, the company needed new digital tools to support employees in their daily activities and enable smoother communication and collaboration.
Approach
Engineering D.HUB, our company specialized in outsourcing and Cloud migration services, leveraged its long-standing collaboration and innovation experience with the client to propose advanced Digital Workplace solutions. The project approach enabled a deep understanding of the client’s specific and complex needs, ensuring that the proposed solutions were fully aligned with their operational requirements.
Solution
Specifically, we integrated the Office365 Digital Workplace solution for email, Skype, and OneDrive services, covering approximately 17,000 users. The implementation required support for multiple categories of IT users, including around 2,000 international users and 8,000 blue-collar workers, who needed assistance accessing the new digital platform.
To ensure a more efficient support service, we provided both on-site and centralized teams, enabling a better understanding of day-to-day operational needs. During the project, we also enhanced the delivery model by introducing a Virtual Service Desk integrated with the Vocalcom platform. This allowed us to offer a fully multichannel support service accessible through chat, chatbot, click-to-call, ticketing tools, email, and phone.
Results
Reduced issue-resolution time
Higher user satisfaction across all metrics
Multichannel, 24/7 support service
Technologies
Cloud
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We specialize in managing business processes related to leading Software Vendors, integrated with composable architectures and enhanced by Artificial Intelligence.
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