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Case Study
Virtual Service Desk for Public Transport Infrastructure
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Improving technical support for users and promoting digital innovation through the implementation of an advanced virtual service desk and on-site services.
Where: italy
Where: italy
Challenge
The client needed a well-structured service desk solution that provides first and second-level technical support, including on-site services for premium users, to enhance digital innovation and ensure a high standard of technical assistance.
Approach
With a strategic and collaborative approach, the project focused on improving operational efficiency through the introduction of a new ITSM platform and fostering dialogue among all technical divisions within the company, thus ensuring comprehensive and timely support.
We have implemented an advanced service desk solution based on the ServiceNow platform. First-level support was effectively managed through phone, email, and web channels, while second-level support provided remote and on-site assistance to address complex issues and handle IMAC interventions. A dedicated hardware maintenance team ensured regular updates across all company devices.
Thanks to our extensive network coverage, we ensured comprehensive and timely support, significantly contributing to the success in enhancing IT services for the transportation infrastructure.
Results
Increased user satisfaction
Fostered a more collaborative and proactive environment
Boosted productivity
Impacts
To know more
Use Case
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After-Sales Assistant: 24/7 Smart, Proactive Customer Care
A conversational GenAI virtual assistant offering continuous, personalized post-sales support managing technical inquiries and workshop appointments in real time.
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XR Assistant: showroom immersivo, ovunque e senza limiti
A hybrid, immersive sales experience that transforms dealerships through Extended Reality (XR), enabling a 3D virtual catalog and accessible showrooms from anywhere.
-
Use Case
GenAI Selling Assistant: Always-On Digital Consultant
A conversational GenAI virtual assistant that guides customers to their ideal car, active 24/7 on the dealer’s website—boosting leads and qualified appointments.
-
Use Case
After-Sales Assistant: 24/7 Smart, Proactive Customer Care
A conversational GenAI virtual assistant offering continuous, personalized post-sales support managing technical inquiries and workshop appointments in real time.
-
Use Case
XR Assistant: showroom immersivo, ovunque e senza limiti
A hybrid, immersive sales experience that transforms dealerships through Extended Reality (XR), enabling a 3D virtual catalog and accessible showrooms from anywhere.
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