The goal of Easydom is to transform domotics and home automation into a simple and manageable technology that everyone can use in everyday life.
To render such an innovative technology easy to use is not a simple task, and this is why the starting point for Easydom has always been attentive and dedicated listening to all customers and their needs.
Easydom is a fast growing company, that operates in a highly innovative market. To offer excellent customer care, at every phase is a vital part of the company’s mission, which is propelled by the idea of offering the greatest possible quality to both end clients and commercial partners.
The goal that Deskero tried to achieve was this: to automate and simplify day to day management, in order to free up internal resources and allowing them to get in touch with clients and make the service better.
Deskero’s team worked side by side with Easydom’s customer care department, to adapt to the company’s needs. Easydom ticket management is extremely innovative: unlike the typical “funnel” workflow (that unequivocally assigns a single ticket to a single agent and allowing escalation) Easydom implements a more open workflow, where every agent is constantly updated on what the others are doing and can contribute to their tasks with their own expertise.
A great level of customization allowed Easydom to use Deskero to make its customer care even better then before. It was possible to drastically reduce not only the answering time but also the management, allowing the staff to use internal resources to create better and more personal points of contact with customers. Without making its customer care team any bigger, Easydom was able to greatly improve its own service level.