UACWEB: Customer Care Management

Needs 

The system arises from the Sacmi, a world leader in the field of systems for the ceramics and plastics, to optimize and standardize the processes of customer service through the adoption of a CRM system entirely web based. The project made ​​it possible to manage the entire chain of activities and processes from requests for assistance received from customers to help-desk technician customer.

Solution 

Through the preliminary analysis of the customer's business system and the identification of information flows and procedures associated with the activities of assistance, Venicecom has designed and built the system UACWEB, based on Microsoft IIS. UACWEB allows integrated management of the entire process from the request for assistance to archiving the file documentation of intervention. The system is constantly active with the possibility to initiate the procedure by help desk or via direct activation of qualified customer with web-based procedure.

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