Lavoriamo con De Stefani dal 2021
Background
In collaboration with Diginet1, we have created advanced Wildix integrations for De Stefani, a company with 110 years of history, a leading brand and a presence in the Romagna region established over time, with three Mercedes dealerships and a workshop.
Founded in 1910, initially as an artisan bicycle shop and subsequently as a dealership for commercial vehicles, today De Stefani is the point of reference for the Mercedes-Benz and smart brands in Emilia-Romagna.
The purchase offer is completed with all types of financial and insurance services for individuals or for commercial activities at the best market conditions.
Added to this is 360° after-sales assistance for all cars and work vehicles: the variety of services offered has made integration necessary for the Wildix switchboard, given the need to offer a valuable service to its customers.
The Challenge
De Stefani is not a simple dealer: the variety and complexity of the services offered to its customers has transformed its internal structure into a real call center. This evolution has led to the need for advanced call management, not only to correctly distribute incoming contacts, but also to provide operators with the right information before even responding.
To meet these needs, a system of intelligent integrations has been implemented, capable of:
- Automatically intercept incoming phone calls
- Route the call to the correct department or service
- Provide operators with a contextual information framework before taking charge
This transformation required the development and activation of targeted technological solutions.
the implemented solutions
- The Dashboard for Call Center operator, for the complete management of incoming calls.
- Wallboard, to view the performance of its operators in real time.
- Queue management, a system for supervising Call Center call groups.
- Statistics section
1. Wildix Dashboard for Inbound Call Center Operator
We have introduced an intuitive dashboard that allows operators to easily manage all incoming calls. Key features include:
- Call Management: answer, put on hold, or reject calls quickly.
- Forwarding and Conferencing: forward calls to other colleagues or start conferences with multiple participants.
- Lost Call Recovery: unanswered calls are automatically added to a list, allowing operators to recall customers with a simple click.
This solution simplifies call management, improving team efficiency and reducing waiting times for users.
2.Wildix Wallboard for complete call center monitoring and optimization
The Wallboard that we have created allows you to view the performance of your operators in real time. Precise control and easy use of all call information allow you to evaluate the progress and performance of the Call Center, operator by operator, so you can act promptly where needed. The interface is clear and user-friendly with easily identifiable information:
Dynamic operator statistics in real time
- Number of calls in conversation;
- Total time in conversation;
- Average time in conversation.
Call group data
- Total number of calls;
- Number of available operators;
- Number of operators in conversation.
3.Queue management: our call group supervision system
The “Queue Management” integration has been designed to meet the needs of De Stefani Call Center managers. This advanced monitoring system allows supervisors to check in real time the performance of call groups.
The simple interface, with information clearly arranged, allows supervisors to:
- select the call groups they wish to monitor;
- get a complete view of the performance of each queue;
- see how many operators are connected and their statistics;
- immediately identify critical situations;
- organize and reorganize queues, assigning operators to the call groups that need them.
Looking for a simple, effective switchboard?
Contact us to request a free demo and discover all the available integrations