Ennova has been selected by Telecom Italia to provide an innovative technical assistance solution dedicated to Smartphone, tablet and PC users. The service allows Telecom Italia mobile business customers to get assistance on all configuration needs from a Dedicated Service Centre: a specialized customer care agent is able to connect remotely and to operate directly on the device…
Ennova has been selected by Telecom Italia to provide an innovative technical assistance solution dedicated to Smartphone, tablet and PC users. The service allows Telecom Italia mobile business customers to get assistance on all configuration needs from a Dedicated Service Centre: a specialized customer care agent is able to connect remotely and to operate directly on the device.
The service is part of a wider assistance model that is the first in Europe on Smartphones, tablet and PC, and the first in the world that allows remote assistance on all devices from a single unified platform.
The solution, being pioneered by Telecom Italia, represents a dramatic shift in the traditional customer care model, where diagnostics and handset configuration typically involved customer care agents giving lengthy instructions to the user over the phone. Under the new system customer care agents can view and gain full access to the device from the desktop application, allowing them to assist with configuration and training, driving new usage patterns and boosting average revenue per user, whilst improving the overall quality of customer service offered.
The solution is a mobile helpdesk system developed and provided by Ennova based on Ennova’s MyHD platform that incorporates RealVNC’s VNC® Mobile Solution remote access technology. The platform provides distinct capabilities in one integrated application including a new mobile contact channel by which the customer can classify the problem and schedule a call-back, which can include a notification and text-chat functionality, thus facilitating a more collaborative approach to customer relationship management.
“Our helpdesk application gives Telecom Italia’s customer care agents the ability to provide remote, on-demand diagnostics, upgrades and training to their mobile user base. They have reported a significant improvement of quality of service through higher first time ticket resolution, and customer satisfaction ratings of 9.9 out of 10 under the new system, which in this industry is incredible,” said Michele Scarici, CEO, Ennova.
“With the rapid proliferation and growing complexity of mobile and tablet devices, traditional customer care models can no longer provide the level of service expected by the digital generation. Telco’s face the increasingly difficult task of managing and maintaining customer care and satisfaction levels,” added Scarici.
“We are thrilled that Ennova has integrated VNC Mobile Solution into its device management and helpdesk application, and that its customer Telecom Italia has seen a rapid and considerable return on investment under this innovative system,” said Tom Blackie, VP Mobile at RealVNC.
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