Engagent integrates with the most popular messaging applications, both for B2B and B2C, Microsoft Teams and WhatsApp, with the aim of keeping the conversation active with its users and customers, offering a valuable service useful for the consolidation of the company-customer relationship.

In fact, more than 2.5 billion people today use at least one mobile app to communicate and 90% of user interactions take place on mobile devices and through textual communication systems (such as chat, messenger, whatsapp, etc.). For this Pat has considered strategic to develop, in addition to the already active integrations with Messenger, Telegram and Slack, connectors with Microsoft Teams and WhatsApp, which guarantee omnichannel fluidity on the most popular systems.

These integrations create the best context for establishing simpler interactions by increasing the degree of use of the services in self-service mode or by allowing users to receive immediate answers, making them more satisfied in their Customer Journey.

The companies have understood that to interact with users it’s necessary to be present on the preferred and most used channels, using these tools to establish a contact as natural and spontaneous as possible.
The potential therefore of Engagent as a marketing tool, sales assistant or Customer Care, is enormous, as it creates and manages one-to-one contacts.

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Arval, company owned by BNP Paribas and leader in Italian long-term rental sector, has been present in Italy since 1995 and manages over 200.000 vehicles at national level and more than 40.000 customers.

Arval Italia’s mission is providing long-term rental solutions to its customers, through consultancy and dedicated, innovative and dynamic services, able to meet their digital expectations.
To achieve this goal and provide more and more Customer Centric online services, Arval Italia chose introducing Engagent, Pat’s Chatbot, which supports the company in this new Customer Experience digital and optimisation strategy.

What is the support that a Chatbot could provide to car rental services?

Engagent manages interactions with customers in an instantaneous and completely automatic way, dealing with a variety of topics such as: personalised estimate, customer assistance, booking a car inspection service in the workshop.

Engagent, applied on company’s institutional website, enhances relational dynamics with online customers, channels customers’ needs, simplifies their navigation and information research.

Marco Cerrato, Web Marketing & Acquisition Manager, says:

We wanted a complete and scalable solution, able to meet the needs of our Business. A solution that could strengthen the engagement of users on the web, improving the relationship and better qualifying them.

Engagent, Pat’s Chatbot, has become the first touch point for web users and the main vehicle for relationship and knowledge with the company. This dialogue tool captures leads’ attention, who would otherwise be lost, qualifies the customers, their needs and future requirements. This is a full-fledged virtual assistant, dedicated to the improvement of Customer Experience for Arval Italia’s customers.

Discover  the case study Arval Italia and the advantages achieved by using this technology.

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The event received great enthusiasm especially for the innovative presentation of topics and contents: more than an event, it was an opportunity to discuss, get contaminated and open up to new scenarios, with direction for the future. 13 speakers drove the audience on a journey of vision, of experiences, of new goals to be achieved.

Speakers of the morning session: Maurizio Melis voice of Radio 24, Anilkumar Dave (Head of innovation and transfer of technology of the Italian Space Agency), Cosimo Comella (Director of the Guarantor for the Protection of data), Matilde Grecchi (Zucchetti Head of Data Science) and Adriano La Vopa (director of InfiniteArea).

The afternoon session was a sort of Talk. The following managers presented themselves through their experiences: Luca Lanzoni, Giuliano Pozza, Pier Luigi Vanti, Massimiliano Cappa, Mario Ontini, Gianluca Fontana and Fabio Falzoni.

Event’s Gallery:

See you to the next edition!

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For over 40 years, Zucchetti Group, together with its Business Partners, has placed Customers at the center of its work and desire to improve day by day. Customers, their needs and their success are the choice: YOU ARE THE CHOICE!

Come and discover what innovation and digitalisation mean and how they can be the key to the success of your Company.

THEMATIC SESSIONS

Business Intelligence – Why are some companies more successful than others?

Personnel Management – New rules of modern communication

Travel & Fleet – Corporate mobility in support of the staff

Beyond the ERP – Managing business processes within digital world

Innovation and digitalisation for Companies success

TIMETABLES AND PROGRAM

9.30 am – Welcome coffee and opening of thematic corners (active all day long)

10.00 am – Parallel thematic sessions

Business Intelligence & Analytics: why are some companies more successful than others?

Personnel Management: new rules of modern communication

11.30 am – Parallel thematic sessions

Travel & Fleet: corporate mobility in support of the staff

Beyond ERP: managing business processes within digital world

12.30 am – Buffet lunch

14.00 pm – Parallel thematic sessions

Business Intelligence & Analytics: why are some companies more successful than others?

Personnel Management: new rules of modern communication

15.30 pm – Parallel thematic sessions

Travel & Fleet: corporate mobility in support of the staff

Beyond ERP: managing business processes within digital world

17.00 pm – Closing of thematic corners and end of works

Registration must be forwarded within Monday, April 1^st and will be accepted until the depletion of available places.

The invitation is reserved to a maximum of 2 people per Company. For organizational reasons, at the time of registration, you must indicate the sessions you would like to attend and if you wish to enjoy the buffet lunch.

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Entrepreneurs, Managers of digital transformation and big organizations will confront themselves, sharing experiences and ideas during the event on April 5^th, that will take place at main Pat headquarter, in Montebelluna (TV).

The event entitled CX+AI=V will be an opportunity for Italian companies to confront, contaminate and open themselves to new scenarios, whose direction is the future.

The formula expressed in the title, in fact, wants to highlight the innovative components that nowadays create Value and Vision for companies: Customer eXperience and Artificial Intelligence, if wisely mixed, will be able to draw different points of view and open new scenarios.

Morning session, dedicated to Inspirational Speeches, starts at 10.30 am.

Maurizio Melis, whose voice is well known to Radio 24 big public, will open the event with an intervention on value and vision. Dario Buzzini, interaction designer who collaborates with 3 European universities, will follow speaking about the challenges of interaction design and Anilkumar Dave, head of Italian Space Agency innovation and transfer of technology, will open the scenario of in-orbit data. “How to use the data” will be the theme dealed by Cosimo Comella, Director of Data Protection Authority, while Matilde Grecchi, Head of Data Science Zucchetti, will talk about how generating business from the data. At closure, the intervention of Adriano La Vopa, Director of Infinite Area, on how maximizing sharing and adoption within the organizations.

The afternoon will be a moment of experiences and knowledge sharing, thanks to the interventions of important Italian Managers. The debate will be conducted by Maurizio Melis of Radio 24. Experiences, knowledge and contamination will be described and made available by most famous Big Enterprises Managers of Italian scene, worldwide recognized as leaders in their field.

“I believe in contamination of experiences, which create value and feed new visions for the companies that design their future”

Patrizio Bof – President Pat – Zucchetti Group

For more information, agenda of the day and registration form are available here: https://www.inspiration-pat.eu

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Pat Group will sponsor the second edition of the Customer Experience conference – “CX2020”, organized by Cmi Customer Management Insights

 
 
The conference on the Customer Experience – CX2020, to be held in Milan on October 18th, will explore the future of the relationship with the customer. Obviously Pat Group could not miss the golden opportunity to participate to the event.

We have been dealing with this pivotal sector trend for some time now, mainly as a concrete goal to be pursued thanks to our solutions, which aim at bringing real value to our customers.

Our main focus is on this issue, because it is Customer Experience that eventually leads Organizations to constantly model themselves and to adapt to new realities, bearing in mind that change is not driven by companies, but by the clients.

And therefore Customer Experience:

• Facilitates and accelerates new opportunities;
• Favors the opening of new interesting business scenarios;
• Is able to match and combine organizational and customer needs, business strategies and emotional states, rationality and emotions, business and loyalty.

During the conference on the Customer Experience – “CX2020”, we will go beyond the simple explanation of this terminology, which we can summarize as follows:

the set of perceptions that the user conceives and builds through his relational experience with the Company, which is strictly related to the received services, retrieved and used information, channels used, together with the reputation of the perceived brand and purchasing processes.

The issue will be addressed and discussed from different point of views (to consult the Agenda, click here). During the event, a brief speech by Patrizio Bof, President and Founder of Pat Group and InfiniteArea, will take place focusing primarily on Customer Experience and the importance of Artificial Intelligence in the relationship with the Customer.

Artificial Intelligence influences the Customer Experience following new behavioural trends and the emerging needs of “Digital” Users. It helps to increase automation and logic so that, behind the relationship with the customer, there are intelligent dynamics that speed up processes and responses, pinpoint resolutions to problems, anticipate needs, offer customized solutions and increase the level of quality and accuracy of the service received.

The speech is scheduled at 12.00.. Do not miss it! We are waiting for you on Thursday 18 October at “Il palazzo delle Stelline”_ corso Magenta n.61, Milan.

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AFTER-SALES SERVICES – Effects of digital transformation and customer service tools

Mr. Patrizio Bof, founder, current president and CEO of the Pat Group and Infinite Area is taking part in the special event “AFTER-SALES SERVICES – Effects of digital transformation and customer service tools”, which will be held on Thursday, 12th April 2018 at 17,30 in Adacta’s offices located in Strada Marosticana 6/8 in Vicenza.

The event will focus on key elements in today’s brand new digital world, that have become absolutely essential to develop successful enterprise business strategies, such as customer experience and after-sales services.

Concrete experiences and an inspiring success story will show how to take Customer Service to the next level by revising and implementing processes, competences and customer service tools. The event is addressed to entrepreneurs, CEOs, sales as well as after-sales managers.

Here is a list of the speakers who will discuss the topic looking at it from different perspectives:

• Massimiliano Castoldi | Management Consulting, Adacta Advisory
  Introductory speech: “The evolution of customer service”
• Adalberto Osti | Re&S
  “Roles, competences and features of Human Resources to make Customer Service successful”
• Patrizio Bof | PAT
  “How after-sales services will influence the essence of our companies”

After the speeches there will be a networking happy hour starting at 19,00.

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For the resources whose role is the Service Desk, it’s a reason to reach an higher efficiency in the managed activities, higher motivation to accomplish their tasks, improve performances in the service provision.

And also a will to create value for their users.

The main goals of the Service Desk that is user-centric are:

• to give value to the business, keeping solidity and continuity in the provision of the services;
• to guarantee a constant productivity, promptly responding with efficacy to the users expectations.

The service’s valorization is directly proportional to the improvement of the users experience.

The type of experience is linked to the level of the service received.

According to our knowledge and experience on the technological and planning field, we can find 5 fundamental points that are helpful to improve the services delivered to users. Giving the proper consideration to these points means be conscious of the future value and positive consequences.

1. Let’s start with Customer Journey. The best way to guarantee a satisfying experience for the users is to direct their experience. How? Foreseeing and planning the route of the requests, guaranteeing that each contact channel provides continuity and quality of the service. The Customer Journey mapping allows to check the efficacy of the service provided, arranging some elements that can measure the user satisfaction.
2. Let’s go on with Self Service Portal. Is it able to improve the users experience in this context? Definitely! A number of tasks that the Service Desk daily manages can be transferred to the users, thanks to a portal which is intuitive, fast, easy to use and that can quickly solve many frequent problems and shared with the past experiences.
3. Let’s consider the improvement of the Knowledge Base. The guarantee for the success of the Self Service processes mainly derive from Knowledge, shared between the users, constantly organized and optimized by the Service team. It’s necessary to verify that the solutions, suggestions, notices about common situations are always updated and at disposal for the Service Desk, thereby for the users.
4. We should pay more attention to users before supposing a processes scenario. We can’t give priority to procedures instead of a request resolution where nowadays the importance is given the user’s satisfaction. They are the Service Desk’s focus, our arbiter, our goal. The service’s governance should give value to the user, putting their necessities, needs and timings as priorities. Starting from this let’s move on and create a perfect situation based on his expectations.
5. Let’s think about Service’s KPI adopting the user’s perspective. Different metrics and values that can be easy or complex can help us to measure every aspect and each performance of the Service Desk. We realized that often companies pay more attention to the report construction instead of the results generated that need to be analyzed. So why shouldn’t we be oriented to create only few and concrete KPI that can describe in detail the quality of the service delivered to the users and the quality of their experience?

An excellent users experience not only concern a high efficiency and speed in the resolution of the problems.

Having at disposal appropriate technology for the support of this goal is fundamental. The Service Management solutions are the most important technologies for this theme..
Pat Group through its solution HelpdeskAdvanced, can manage and automate the Service Management with the main goal to give to the users an experience that meet their high expectations.:
To reach those targets, Pat Group conceived HelpdeskAdvanced based on the dynamics of user-oriented service, using five innovative elements that respond to the users needs:

• User portal or Customer portal, in other words an intuitive web interface easy to use and designed for the user, that can simplify the communication and the interaction with IT department or other areas that are going to keep in charge the requests;
• The Service catalogue is where are listed all the services that the company can deliver to users, it’s a real catalogue where they can surf, choose the request, information or service that will be requested to the support department;
• The Knowledgebase supports users to find the solutions to the problems in self service mode, in this way they can self-solve them consulting similar solutions or indications published in the past for similar problems;
• The chatbot is available to the users in Customer Portal. It supplies first level support and assistance in real time, activating automatic resolution processes thanks to a BOT;
• Omni-channel, different and interconnected channels are available to simplify the communication with service desk. From the traditional touch points to the more modern ones: the communication can arrive through chat, IVR system, mobile app, web portal, phone conversation, sms or e-mail. A multichannel Service Desk is user centric and satisfy their needs, offers different channels easy to use, always available for the users that are always connected.

We would like to illustrate you a case of one of our customer, Ospedale San Raffaele that chose our solution HelpdeskAdvanced because they considered the users experience very important and our solution meets thier request.

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Il Pat Group has been one of the protagonist in this event, that has included several speeches by the main players in the customer experience market that were classified in 4 different areas:

• Customer Experience and digital future,
• Cloud and Customer Service,
• CRM and relational marketing,
• BOT and artificial intelligence

The event will also speak about the predictions about the relation between company and customer.

For these reasons, Pat Group decided to participate as Gold Sponsor, to explain his strategies and technologies that have an impact on the Customer Experience.
Pat also has prepared a speech called “The proactive and multichannel Customer Support: the efficiency of the interaction with a BOT and the self-care” bringing our strategic and technologic experience.

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Time is one of the most important value through which the customers can judge the service provided and its quality. For this reason, the company should make every effort to guarantee the Customer Service‘s promptness and simplicity that can contextualize the needs and expectations that surface. Therefore the brand should be ready to address in the best way from the first contact to the main speaker, the customer. From that moment and from this interaction, the company put its reputation, confidence and reliability at stake. For the brand this occasion is a real opportunity.

In this period the Customer Service knows that it’s necessary to face the impatience, the digital frenzy and social dynamism of the clients and so it should manage all the occasions where it’s easy to disappoint the customer’s expectations because of a bad or delayed service.
The companies can’t drop their guard in this background which can be seen and judged from everybody, especially from the clients who want to share their opinions, considerations and experiences on the social and digital platforms.
Jeff Bezos quotes “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends”. That’s why the companies should adapt and plan each relationship with the customers and the entire customer service, adopting new strategies and technologies that will meet the expectations of the customers.

If the client at the first interaction with the Brand doesn’t meet an answer that reflects his expectations, or doesn’t receive a quick feedback, he will start looking for other solutions (the competitors). The result is that the company will miss some chances and opportunities, that’s a negative consequence.

If we read the results published by the research Accenture Global Consumer Pulse, 91% of the interviewees says that they need to contact the company several times for the same reason; 90% have to hold the line for a long time before receiving an answer from the Customer Service; 89% can’t obtain a resolution to the problem.

This report shows a daily panorama which is unfortunately diffused and that leads to an high dissatisfaction.

The analyst Forrester Kate Leggett in her article “It’s All About Differentiated (Digital) Experiences” explains how the customers would like to get in touch and interact with the brand in the easiest way possible, buying and receiving an appropriate service without difficulties. 72% of the clients thinks that the most important thing of the customer care is the time enhancement that the companies dedicate to the interaction with the clients. That’s a precious value which is reinforced by the customer’s trust and loyalty.

The companies should try to reduce the difficulties and the problems that the customers can meet when there’s a contact with the brand. The resolution is the introduction of channels or applications that can help an efficient and quick interaction and that can give the right answer expected by the client. Those applications called Chat Bot respond to the client’s needs in the customer service’s context: the interaction from the first contact and of the optimization of the dialogue.

PAT offers the innovative Chat Bot Engagent, which allows the companies to increase the quality of the Customer Experience and Customer Service processes. Engagent, based on NLP (Natural Language Processing) Engine and on machine learning procedures, chats in real-time with the users who surf the web, the mobile app or the social page and that need support or information about the services offered by the brand.
Engagent can offer a quick, complete and self-service support, due to the Bot which manage the engagement and proactiveness rules (in the form of different widgets). Engagent can offer support for the most frequent requests, while the complicated problems that need an human intervention are managed by the human operators who can be involved in the discussions with customers.
An application which allows the companies to build positive experiences at each interaction and also to create important opportunities with the customers.

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