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Sisal presents its video remote assistance service at the Polytechnic University of Milan

Nicola Grillo Sisal - Osservatorio OCX

1/10/2021 - Nicola Grillo, Head of CRM and Operations at Sisal, presents the benefits of the video remote assistance developed with Vivocha.

On the 30th of September took place the last workshop of the fifth edition of the Omnichannel Customer Experience of the Polytechnic University of Milan

The main focus of event was to share and underline the benefits of an Omnichannel Customer Experience strategy on customer care,  marketing and sales. The morning was filled with live testimonies, brainstorming sessions and interesting revelations on extremely successful projects put in place by national and international companies.

Multiple were the  questions that animated the debate:

  • How such processes evolve during this transformation?
  • What are the main benefits that can be achieved by these companies?
  • What KPIs should be used to measure them correctly? 


During the workshop, Nicola Grillo, Head of CRM and Operations at Sisal, presented the Omnichannel strategy of the Group and the successful project of remote technical assistance developed with Vivocha, Covisian Group.

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This service allows this international leading company  to support their clients, store managers, with the machines and technology that they use to furnish gaming services to end-users.

During his speech, Nicola Grillo underlined the main benefits for Sisal thanks to this type of service implemented with Vivocha:

  • Cutting costs
  • Trouble Shooting
  • Waiting times 

By implementing Vivocha's technology, the technician, in charge of the session from remote, is capable of guiding the client by using collaboration tools (directly from the client phone or iPad), take pictures, give suggestions on what to do and write notes that can be directly integrated in the CRM of the company.

This solution allows to immediately generate knowledge that can facilitate problem resolution for similar cases.

If you are interested in learning more about this case and on how video services can help you optimize your customer services? Request a free demo and we will who you successful use cases and answer all of your questions.


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Topics: customer engagement, online customer service, next generation customer interaction, artificial intelligence, ominichannel, knowledge base, omnichannel, digital customer service, customer centric, Google, ocx21, video services, sisal, video remote assistance, technical assistance

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