THE CX OF GRUPPO LUBE
Customer Experience in the Retail furniture sector.
Does the excellence of a brand also depend on the attention given to customer support?
CUSTOMER EXPERIENCE
EMPLOYEE EXPERIENCE
CUSTOMER SERVICE
The retail furniture sector is constantly evolving, driven by digital technologies and the growing expectations of consumers.
Today, end customers seek a direct relationship with manufacturers, taking advantage of the various digital touchpoints made available by companies.
These channels enable more immediate and continuous communication, offering the customer an experience that goes beyond the simple purchase.
Today, end customers seek a direct relationship with manufacturers, taking advantage of the various digital touchpoints made available by companies.
These channels enable more immediate and continuous communication, offering the customer an experience that goes beyond the simple purchase.
Focus
Customer Experience
Customer Experience
Cliente
Gruppo Lube
Team
Marco Valerio Torriero
Pasquale Castronuovo
Luca Cavioni
Alice Verioli
Eleonora Campana
Marco Valerio Torriero
Pasquale Castronuovo
Luca Cavioni
Alice Verioli
Eleonora Campana
Project context
Together with Gruppo Lube, we are undertaking a process of innovation and change. We work closely to create solutions that respect and enhance the brand’s history and identity.
The common goal is to understand the needs and offer a valuable experience not only to end customers, but also to those who provide support with care and attention to resellers and their own customers..
The common goal is to understand the needs and offer a valuable experience not only to end customers, but also to those who provide support with care and attention to resellers and their own customers..
Design challenge
The spread of digital channels has made request management more complex. Interactions come from multiple touchpoints, such as email, phone, chat, social media, online forms, and reviews.
Faced with this scenario, companies must develop an integrated customer service strategy and adopt an omnichannel approach capable of combining operational efficiency with a personalized customer experience.
It is therefore necessary to invest in processes and tools that allow smooth and timely management of requests, optimizing resource allocation and aligning the service with business objectives.
Faced with this scenario, companies must develop an integrated customer service strategy and adopt an omnichannel approach capable of combining operational efficiency with a personalized customer experience.
It is therefore necessary to invest in processes and tools that allow smooth and timely management of requests, optimizing resource allocation and aligning the service with business objectives.
Shared solution
In collaboration with Gruppo Lube, we have implemented a Customer Experience strategy focused on process optimization and the enhancement of the skills of professionals dedicated to customer support and resellers.
The project includes a series of targeted actions, from the redesign of operational flows to the implementation of advanced technologies, such as a new ticket management platform, customized dashboards, IVR system, and integrations with third-party systems.
Our partnership with Gruppo Lube is based on a perfect alignment of intentions: a customer-oriented approach that allows us to co-create innovative solutions with high added value.
To this is added the pleasure of working with one of the leading furniture brands, which, by combining craftsmanship and industry, has made our country a benchmark at the international level in this sector.
The project includes a series of targeted actions, from the redesign of operational flows to the implementation of advanced technologies, such as a new ticket management platform, customized dashboards, IVR system, and integrations with third-party systems.
Our partnership with Gruppo Lube is based on a perfect alignment of intentions: a customer-oriented approach that allows us to co-create innovative solutions with high added value.
To this is added the pleasure of working with one of the leading furniture brands, which, by combining craftsmanship and industry, has made our country a benchmark at the international level in this sector.
