Some projects

What we work on


Handling complaints
Complaints ought to be regarded as a corporate income-generating asset because they improve service quality and customer satisfaction; moreover, finely discriminating and targeted marketing can be designed using the greater knowledge of the firm's customers and its integration with CRM. Government services also find nowadays that complaints provide an opportunity for improving efficiency rather than just a chore to be disposed of.

Business to Employee / Citizen
Solutions for cutting costs and optimizing HR management processes and activities to enable information to be shared efficiently.

Managing agency, distributor and dealer networks
Automation of the entire cycle of relations with commercial partners - from partner selection and evaluation, through membership of partnership programmes to the setting up of joint activities - within the framework of the marketing, sales and after-sales care processes, including analysis of the business generated by partners in terms of final customers and products sold.

Customer Relationship Management and Billing
Advice and creation of customer relations models and solutions for automating the sales, customer service, helpdesk and marketing processes. Systems Integration and support in moving from billing systems based on legacy applications to advanced systems; support for the "meter to cash" process, from meter reading data acquisition to invoice preparation, payment handling and where necessary management and recovery of receivables.

Customer and business intelligence
Setting up Datawarehouses and departmental datamarts - for marketing, sales/commercial, customer care etc. - and support in choosing and customizing Customer and Business Intelligence tools (metrics, consoles, reports, predictive models, methods of analysis) with a view to monitoring present and forecast trends among the firm's clientele and accurately measuring the levels of service provided by its customer care and field service departments.

Integrated multi-channel operation
Analysing and setting up the processes for integrating the conventional channel with the new ones - Contact Centres, Internet, mobile phones, and franchising networks - and also with legacy systems, so as to have a unified view of the customer's business and manage it seamlessly, regardless of the channel by which the customer makes contact.

Field Service
Automation of the problem-solving process in support and maintenance, especially for the following activities: contact management, handling service requests, managing and planning action in the field, managing maintenance contracts and guarantees and analysing the support process.

Strategy, governance and planning of IT systems
Specifying guidelines for technological evolution while always keeping to the firm's business strategies, setting up systems of governance - in the commercial, financial, organisational and operational fields - and specifying the technology, software, organisational, commercial and financial aspects of IT development plans..

ICT security infrastructure & management
Corporate security solutions and services for software and applications in the area of infrastructure for the protection of networks, systems and applications; identity management, crisis management and disaster recovery; business continuity and knowledge management security plans. Developing models for the governance and economic analysis of investments in security, by setting up systems for monitoring security incidents; systems for analysing and managing the information risk management process, tools and processes for managing IT incidents, and security consoles.

Enterprise Application Integration
Integrating CRM solutions with other company systems and processes such as ERP, Knowledge management, distribution partner management, field service etc..

Enterprise Content Management and Knowledge Management
Electronic management of the entire document life cycle (creation or acquisition, customization, issue, search, handling, filing/archiving, distribution) both within the firm (intranets) and outside it (partners, suppliers, customers - extranets, the Internet), so as to ensure straightforward, efficient and productive creation, research, diffusion, sharing and use of information.