Innovation in the Customer Operations management, is achieved through the expertise and skills of the Group Companies, enabling a wide range of solutions ranging from traditional Inbound, Outbound and Back-Office solutions to advanced multi-channel customer management services, enhanced by the application of advanced data analysis systems.
Customer & Social care
Hire your customers.
Have your customers speak well of you and make them your brand ambassadors: this is the objective with which we manage millions of contacts every day.
We put forward highly experienced professionals, training courses on transversal skills and innovative technologies to offer an exceptional customer experience, also aimed to sensitive targets such as directional customers, VIPs and opinion leaders.
We enhance services with the application of data analysis methods that, by directing the best contact management, even in predictive logic, support consultants in enhancing relationships and enable innovative business models based on shared objectives.
Among the first in Italy with expertise on social channels, we designed dedicated processes and formed a highly specialized team in developing the relationship on the different platforms.
Churn prevention & Claim management
Our data analysis skills are a powerful tool for optimum management even in “high risk situations”. Covisian has a team dedicated to prevention and antichurn activities that, led by predictive analysis systems, takes charge of specific projects, targeted to the maintenance of the customer base targets.
For more complex situations, and often more negatively advanced situations, Covisian intervenes with a team specializing in claims management, able to take charge of the various areas of the claim.
Case management has in place dedicated expertise on different levels that can also manage compensation negotiations, if necessary by interfacing with the legal areas of client companies and activating escalation processes to the competence centers.
The claim management team, which has joint certified conciliators, also oversees claims involving Consumer Associations with a solid relationship model useful to effectively conclude complaints with substantial economic and image returns for our client companies.
Credit Management & Litigations
The most complete offer in credit recovery. From intervening on the causes of the failed payments to the management of Litigations.
The most complete offer in credit recovery: from intervening on the causes of the failed payments to the management of Litigations. A consolidated experience in credit management is combined with customer management skills.
With the joining of CSS, historic firm operating in credit management, Covisian completes the range of offers in the credit management field with a dedicated line of services.
Backoffice & Case management
We believe that the effectiveness of back-office activities generates value on the quality of the relationship with the customer at all stages of the life cycle. For this reason, we have established dedicated management processes that provide a strong integration with the front end, the establishment of a coherent timeline with specific activity and the activation of timely escalation. The back-office and case management intervenes in sensitive stages of the relationship, which require specific attention:
Acquisitions, with order entry, assessment of documents, activation of provisioning processes, also with third parties, etc.
Relations management, which includes contractual changes, renewals, administrative support, etc.
Moments of risk in which the case management activity is carried out to support the claim, the retention and the collection.
Customer Experience Analytics
Data for excellence in customer experience. Each customer generates a wealth of data in the course of his relation with a company from which it is possible to obtain information useful for improving the customer experience; all the opportunities for contact on the various channels and the methods of fruition of the services/products are a precious source of enrichment for customizing the relation, offer a prompt response to requests and foresee the needs. On the basis of this assumption, the Analytics lab develops, together with the client company, a data driven management model: a multidisciplinary team, starting from the sharing of objectives, develops projects dedicated to redesigning customer experience
Help Desk & Digital Tutoring
We transform the problem into an opportunity! We support your customers in their every necessity: from the resolution of technical issues to clarification of an administrative type, intervening immediately through specialized teams, consolidated escalation models and advanced diagnostic tools. Our goal is to transform a time of “discomfort” for your customers into a time of consolidation of customer satisfaction by providing all the most useful explanations and indications during contact, also to independently prevent or manage the problem if it occurs again.
Even with Digital Tutoring. We support companies in the digitization process with support services on digital platforms for clients.
We increase our partners’ business with revenue generation activities ranging from teleselling to “wraparound” portfolio activities. Our activities are guided by the correct use of data for maximum effectiveness: for this reason we apply predictive analysis models to offer the most suitable product at the right time. Within this context, even an inbound contact for information purposes, is transformed into an opportunity for value creation. Dedicated teams certified for sales to specific industries, are led by a team of coaches that support them with constant guidance.
Covisian has gained a solid experience in multichannel sales in various industries and in complex products. The integration with the of predictive analysis competencies enables the management of a customised sale by offering the most suitable product at the right time.
Covisian has anticipated the market trend by giving value to every opportunity of contact tp generate value. The operational structure and the training models encourage the contamination of competences between customer care and sales.
The account management model supports business development logics through the allocation to the sales persons of a «portfolio» of customers with objectives of renewal and up & cross selling.
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