Fastweb, a leading player in the Italian telecommunications industry, is an exemplary innovation-oriented company. “Care” is one of the fundamental values of Fastweb’s Vision, aiming to create value for all stakeholders by paying attention to the needs of customers and employees every day and in every activity of the company.
In 2013 Fasyweb wanted to run a scalable and automated relation and transactional NPS collection for Customer Experience / Loyalty improvement with btc and btb customers.They were searching for a solution to support the program and has identified sandsiv + as the VoC and Customer data analytics partner and Voice of Customer (VoC) platform provider.
The challenge posed by Fastweb in 2013 was to improve customer focus, with the aim of ensuring consistent experiences, communication effectiveness and service quality on customer relationships. The creation of Customer Centricity was the catalyst for designing and starting up a customer-experience transformation.
Fastweb’s aim was to increase customer satisfaction and loyalty and expand the customer base through transversal experience improvement actions.
Fastweb found in SANDSIV a valuable partner in achieving the best Customer Experience. The sandsiv+ platform made it possible to implement an effective Omnichannel system to capture, collect and analyze customer feedback in real time. The Voice of the Customer platform modules are particularly suited to Fastweb’s needs, as they offer a user friendly and flexible environment:
- Working through multiple channels (web, e-mail, SMS) and also make it possible to gradually expand and customize the available functions
- Italian mother tongue team of experts for the development of the strategic and operational
- Professional services to speed up the technology adoption
- CX maturity assessment
- Setup of NPS and VOC analysis as an overall framework for identifying and improving CX
- Improvement of key customer journeys and consolidation of CJ based culture
- Identification and quick wins for main customer pain points
- Inner close-the-loop
Dashboards & close the loop
Professional & managed services
Fastweb has been measuring and improving customer experience since 2013 in collaboration with SANDSIV. According to Fastweb executives, SANDSIV has played an important role in the success of the program, which has resulted in a leading customer experience evidenced by a positive NPS, which is on average +15% higher than competitors.
They are using the platform to efficiently and automatically manage feedback from multiple sources and channels along the entire customer journey including wireline and mobile and across all customer types. Fastweb especially rates the self-service capabilities, usability and the flexibility and integrability of the platform with their IT ecosystem. We also deliver ongoing research benchmarking the Fastweb customer experience against competitors and other CX leaders.