Back-office management

Needs:

Companies producing absorbent healthcare products, responsible for distribution on behalf of local health authorities (ASLs), needed to integrate their logistics planning with customer operations to better support end-users throughout all stages of service delivery.

The key requirement was to create a seamless connection between logistics and customer support, ensuring timely information, problem resolution, and technical assistance while maintaining operational efficiency.

I risultati ottenuti con l’aproccio ItHude

Our Solution

Ithude partnered with logistics partners to manage both inbound and outbound call flows, providing expertise in:

Customer information services
Logistics information and tracking
Problem resolution and technical support
Updates to customer records

Results & Impact

Response rate > 95%
Average waiting time < 35 seconds
SLA < 30’’: >90%
SLA < 15’’: >75%
First Call Resolution (FCR) > 90%

Technologies used

Ithude leverages advanced technological infrastructure to ensure continuous service under any conditions:

Connectivity: VPN IPSEC 50 Mb link between Rome and Tirana (Colt-Telecom-Digicom)
Flexible, customizable management software developed in-house
Telephony: GSM Gateway for mobile calls, server virtualization, firewall redundancy, VoIP system, and proprietary predictive dialer
Business continuity: Data centers in Rome and Tirana with 5 kW/h UPS backup (10-hour autonomy)

Thanks to Ithude’s support, clients achieved a highly responsive, reliable, and integrated logistics and customer operations process, enhancing efficiency and service quality across the entire distribution chain.

Back-office management