ENEL X Smart Axistance

How to adopt an omnichannel and customer-centred approach?


Telemedicine is proving to be a valuable support in the context of Italian healthcare, enabling remote diagnosis and therapy management. Today, it is used in a variety of ways, including consultations between specialists and patients in remote locations who are unable to move, remote monitoring of chronic diseases or post-acute hospitalizations, patient support and psychotherapy sessions, as well as receiving advice from specialists on prevention.

This enables healthcare providers to monitor patient health in real-time and ensure ongoing care and support. While not replacing the traditional doctor-patient relationship, telemedicine can be a valuable aid. In this context, it is important for the service to be properly designed, providing an effective experience for patients, physicians, and healthcare providers.

Customer Service
Enel X
Maurizio Mesenzani 
Angela Di Massa
Pasquale Castronuovo

An innovative digital healthcare service focusing on the well-being of businesses and their employees.

The project aims to define a Customer Service model for the various Smart Axistance programs, an innovative digital medicine service developed by Enel X in collaboration with specialists from Fondazione Policlinico Gemelli. The Smart Axistance e-Well program targets companies and provides wellness packages, encouraging the adoption of a healthy lifestyle through careful monitoring of the most important health risk factors.

The objective was to create a unified environment for managing different types of requests (administrative, technical, clinical) from participants in diverse programs, originating from various points of contact and in multiple languages. In addition to adopting an omnichannel approach, it was essential to configure an efficient agent workspace to ensure an optimal Employee Experience.  

Image of a table describing the interaction between Customer and Employee Operator

A tailored prevention journey.

The BSD team was responsible for gathering the necessary requirements and then designing the processes to handle user requests from different contact channels (e.g., webform, email) across different countries and concerning various contact reasons. The project proceeded with configuring the support platform with technical partners and training operators. The definition of Digital Customer Service also involved identifying key KPIs to monitor reports and performance, optimizing the services provided.

Image of a flowchart describing the flows and the experience