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Lombardia Informatica S.p.A. Customer Story

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Lombardia Informatica Improves Efficiency, Collaboration and Customer Satisfaction with Alfresco

Lombardia Informatica S.p.A. (LISPA) provides IT consulting services and software for the healthcare and government sectors. The company was founded in 1981 and is based in Milan, Italy. It was established by an initiative of the Lombardy Region for the creation and management of the Italy’s regional information system.

 

The Challenge

An Alfresco customer since 2009, Lombardia Informatica S.p.A. (LISPA) had been using Alfresco in some limited sectors of its contact center as a tool for agents to share content and collaborate. But in other sectors, where Alfresco had not been implemented, content was still being stored and shared on hard drives and folders or manually published on web portals.

 

For these sectors, securely managing content and effectively collaborating with each other on critical content was a daily struggle for agents and back office employees.

 

“What worked when we had under 100 users no longer worked with over 700 users. We needed a better way to collaborate and share information,” said Gianluca Di Salvo, an IT manager with Lombardia Informatica. “Before Alfresco, we had one big bucket where we put all of our content. Now, with more users and groups, we needed a way to divide up the content so that different teams could more easily access it.”

 

The company needed a single enterprise content management platform to improve the way content was managed and to better optimize all available resources.

 

The Solution

LISPA worked with system integrator and Alfresco partner Lutech to build and implement a custom interface with Alfresco to manage LISPA’s content. The new repository archives all Word and PowerPoint documents that serve as a knowledge base for LISPA’s contact center agents including all directives and manuals.

 

Back office users are also able to quickly and easily create and upload content into Alfresco and a web portal was created to drive collaboration between all LISPA employees. A blog and FAQ feature was also developed to share news, feedback, updates and communications in real time. As a result, contact center agents are able to retrieve information faster and can find the content they need to resolve inbound calls and better serve customers.

 

The Results

Today, LISPA uses Alfresco Content Services to share content between back office employees and contact center agents in the sectors that manage the help desk for online healthcare services. Currently, 800 contact center agents and 50 back office employees use Alfresco to handle the contact center’s 1,000 daily inbound calls.

 

With Alfresco, LISPA expects to improve overall contact center efficiency by 20% by decreasing the time it takes an agent to handle a call so that agents can ultimately take more calls each day. They also hope to decrease the number of complaints submitted, and improve first call resolution.

 

By improving agent productivity and efficiency – and getting customers the information they need faster and resolving issues on the first call – LISPA also expects to see improvements in overall customer service and satisfaction.

 

LISPA plans to expand the use of Alfresco to the remaining departments in the contact center in upcoming months and eventually integrate the platform with its existing CRM software and other corporate platforms.

 

“Alfresco has been simple to use, fast to learn, well structured and the functionality is ideal for collaboration,” said Di Salvo. “We have an excellent relationship with Alfresco and the Lutech team and are grateful for the support that has helped us get up and running so quickly and continues to help us maintain a productive platform.”

“Alfresco has been simple to use, fast to learn, well structured and the functionality is ideal for collaboration. We have an excellent relationship with Alfresco and the Lutech team and are grateful for the support that has helped us get up and running so quickly and continues to help us maintain a productive platform.” – Gianluca Di Salvo, IT Manager, Lombardia Informatica