Advanced caring

Advanced caring

Advanced Caring is the Olivetti Group department that develops and provides specialist customer care solutions and services, with specific focus on Technical Assistance and Integrated Logistics. 

Advanced Customer Care processes are managed on the basis of an end-to-end model, comprising operating project analysis and production, implementation of technological infrastructures, and continuous service monitoring, to guarantee the agreed service levels. 

The offer covers the entire customer support process, with qualified Front-End, Technical Support and specialized Back Office activities and document management services, through to the development of business support solutions.

Particular attention is devoted to organization, staff training and motivation, planning and coordination of operating flows, in order to optimize activities management and achieve its goal of creating and integrating processes of value for the customer's business. 

Processes are ruled through proprietary or integrated technological platforms, allowing to coordinate, monitor and intervene in the management of different services: CRM solutions, to manage Help Desk and Back Office operations, Trouble Ticketing, asset management and document management; call dispatching and automatic outbound systems; workflow and monitoring platforms.

Front & Back End show details

Inbound and outbound traditional caring services and solutions - from Front End to technical  Help Desk and specialist Back Office – handled on multi-channel and multi-language basis, with centralized governance, precise monitoring of detailed and overall activities and dedicated report processing.

 

Technical Assistance show details

Integration of Technical Support and Integrated Logistics solutions in a single point of reference for Customers, providing national and European coverage of handled services.

 

Document Management show details

End-to-end document management solutions, organized on an industrial basis and completed by law compliant conservation and archiving.