BVA Assicurazioni Srl is a multi mandatory insurance broker with a long experience in the insurance market.
The Company needs to control and manage the inbound calls designated to the different area – front office, back office, administration, accident – in order to produce a prompt and specialized service.
The Company decided to use the “smart desk” tool created by Veneto Ricerche in the way to notice in real time the customer requests, assign them at the competent area and process the requests in time.
The Smart Desk service allowed putting all the requests on a common web platform and underlining the main kind of requests. Mapping the customer needs permits to rationalize the resources and to improve the time of answer. e.