Our Solution
Ithude partnered with logistics partners to manage both inbound and outbound call flows, providing expertise in:
- Customer information services
- Logistics information and tracking
- Problem resolution and technical support
- Updates to customer records
Results & Impact
- Response rate > 95%
- Average waiting time < 35 seconds
- SLA < 30’’: >90%
- SLA < 15’’: >75%
- First Call Resolution (FCR) > 90%
Technologies used
Ithude leverages advanced technological infrastructure to ensure continuous service under any conditions:
- Connectivity: VPN IPSEC 50 Mb link between Rome and Tirana (Colt-Telecom-Digicom)
- Flexible, customizable management software developed in-house
- Telephony: GSM Gateway for mobile calls, server virtualization, firewall redundancy, VoIP system, and proprietary predictive dialer
- Business continuity: Data centers in Rome and Tirana with 5 kW/h UPS backup (10-hour autonomy)
Thanks to Ithude’s support, clients achieved a highly responsive, reliable, and integrated logistics and customer operations process, enhancing efficiency and service quality across the entire distribution chain.