--- title: "Digital Service Enablement: Innovating TeamSystem's Customer Service" description: Learn how we redesigned TeamSystem's customer service interaction procedures with users to improve the customer experience, identify new sales opportunities. image: https://www.neosperience.com/hubfs/00_NSP2024_Website/03_Case%20Histories/Loghi%20Clienti/Logo_Team-System.png --- - [ Applied AI ](https://www.neosperience.com/applied-ai?hsLang=en) - [ Digital Enablement ](https://www.neosperience.com/digital-enablement?hsLang=en) - [Success stories](https://www.neosperience.com/en/success-stories) - About     [en](https://www.neosperience.com/en/success-stories/teamsystem-digital-service-enablement)   |   [it](https://www.neosperience.com/successi/teamsystem-digital-service-enablement) ** ### [Applied AI](https://www.neosperience.com/applied-ai?hsLang=en) [Applied AI Neosperience's Applied AI transforms innovation into tangible business impact by extending human capabilities and making processes smarter, more agile and future-ready. ](https://www.neosperience.com/en/applied-ai?hsLang=en) [Declaro The AI configurator that turns managing complex products into a powerful planning and sales tool. ](https://www.neosperience.com/en/applied-ai/declaro?hsLang=en) [Bleen The AI-powered Intelligent Insight Engine that simplifies and improves search through semantic algorithms, data augmentation, and an intuitive interface. ](https://www.neosperience.com/en/applied-ai/bleen?hsLang=en) [Automate The AI Intelligent Document Processing (IDP) solution that automates the management and extraction of information from any kind of document. ](https://www.neosperience.com/en/applied-ai/automate?hsLang=en) [Pulse The AI platform that creates a Digital Twin for process monitoring, optimization, and predictive analytics. ](https://www.neosperience.com/en/applied-ai/pulse?hsLang=en) [Lead Champion The B2B lead generation platform that identifies the companies visiting your website with AI. ](https://www.neosperience.com/en/applied-ai/lead-champion?hsLang=en) [Neosperience Health Patient Relationship Management solutions that combine the power of AI with empathy in an omnichannel support suite throughout the patient journey. ](https://www.neosperience.com/en/applied-ai/health-tech?hsLang=en) [Agile Development Services Experience and expertise in development and Cloud to design complex digital solutions for your business. ](https://www.neosperience.com/en/applied-ai/agile-development?hsLang=en) [Custom Solution Engineering Development of customized solutions to enhance processes, decisions, and interactions. ](https://www.neosperience.com/en/applied-ai/custom-solution?hsLang=en) ### [Digital Enablement](https://www.neosperience.com/digital-enablement?hsLang=en) [Digital Enablement Solutions that intelligently connect data, processes, and systems to build the digital architecture that underpins today's business and enables tomorrow's business. ](https://www.neosperience.com/en/digital-enablement/erp?hsLang=en) [ERP Soluzioni di Enterprise Resource Planning su misura per ogni azienda: personalizzate, efficienti, flessibili, scalate e integrate. ](https://www.neosperience.com/en/digital-enablement/erp?hsLang=en) [Business Intelligence Advanced services and platforms to digitize management and control processes and obtain aggregated, usable and integrated data. ](https://www.neosperience.com/en/digital-enablement/business-intelligence?hsLang=en) [CRM HubSpot-based Customer Relationship Management solutions that increase the profitability of sales and contact channels. ](https://www.neosperience.com/en/digital-enablement/crm?hsLang=en) [Digital Experience B2B websites, applications, and omnichannel experiences based on an evolving, reliable, and measurable structure. ](https://www.neosperience.com/en/digital-enablement/digital-experience?hsLang=en) [E-Commerce Modular, flexible, and high-performance e-commerce solutions: customizable to suit your business needs. ](https://www.neosperience.com/en/digital-enablement/e-commerce?hsLang=en) [Retail Revolution Our cloud-based clienteling suite that digitizes the in-store shopping experience and helps you overcome checkout line limitations. ](https://www.neosperience.com/en/digital-enablement/retail-revolution?hsLang=en) [Agile Cloud Services Experience and expertise in development and Cloud to design complex digital solutions for your business. ](https://www.neosperience.com/en/agile-cloud-development?hsLang=en) [Custom Solution Engineering Development of customized solutions to enhance processes, decisions, and interactions. ](https://www.neosperience.com/en/contact-us?hsLang=en) ### About [Work with us Innovation is an ongoing challenge. 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The solution developed also provided TeamSystem with an efficient tool to identify new opportunities to increase sales opportunities. TeamSystem Group is one of Italy's leading management software providers for professionals and companies. Since its inception in 1979, it has stood out for its strong dynamism, which has led it to grow steadily at rates well above the average rates of the national Information Technology market. Today, the group has a network of more than 550 facilities scattered throughout the country, divided into Software Partners and direct offices, and boasts more than 1.4 million loyal customers. ![Teamsystem_Azienda](https://www.neosperience.com/hs-fs/hubfs/00_NSP2024_Website/03_Case%20Histories/02_CRM/10_TeamSystem_Digital%20Service%20Enablement/Teamsystem_Azienda.png?width=1260&height=1260&name=Teamsystem_Azienda.png) #### Challenge ## Increase the quality of after-sales service TeamSystem felt the need to improve the experience offered along the after-sales path with the following goals: - monitor and strengthen their brand reputation; - increase the lifetime value of their customers; - increase channel profitability by promoting up-selling and cross-selling business initiatives. There was a need to redesign and preside over the moments of relationship between customer service and users through an effective strategy to understand the tangible needs of customers and their "sentiment" toward the company, adjusting customer care response and enhancing customer centricity. ![Teamsystem_Case-30](https://www.neosperience.com/hs-fs/hubfs/00_NSP2024_Website/03_Case%20Histories/02_CRM/10_TeamSystem_Digital%20Service%20Enablement/Teamsystem_Case-30.png?width=1920&height=1280&name=Teamsystem_Case-30.png) #### Solution Proposed ## Starting with data, leveraging technologies We accompanied TeamSystem in reshaping its customer service processes through a three-step process. **The first phase** had the goal of identifying the profile and needs of customers and included: - analysis and integration of data in individual silos; - analysis of behavioral data of contacts on various channels; - normalization of all data and their implementation on the marketing automation platform. **In the second phase**, we studied the communication flows that would closely follow each customer profile at every moment of the after-sale. We mapped the customer service-user relationship process into different pathways to provide individual customers with an experience as close as possible to their expectations and desires. **In the third and last phase**, we designed and implemented several workflows on the CRM platform that define the flow of automated procedures. We then generated a "Playbook," i.e., an innovative customer management tool, in which, at each step, different actions are triggered and conveyed on the most appropriate medium: email, surveys, chat, phone calls from the call center, text messages, etc. The automation system guides operators' decisions toward the correct action, keeps the flow of information under control, and collects and normalizes response data. Considering that one of the main critical issues in projects of this type is the resistance of the company's operators to adopt a different way of working and new software caused by perceived complexity or lack of information, we paid particular attention to developing highly simplified user experiences. We defined a plan for training and mentoring customer service staff. #### Results ## Followed clients are loyal customers The project led to the introduction of an innovative automated customer management system that has efficiently managed more than 27,000 tickets in the first few months of operation. The impact on customer satisfaction and loyalty has been very positive. The results obtained have paved the way for the creation of a virtuous circle that, starting from the knowledge of customer needs and leveraging the convergence of marketing and sales, will be able to generate new high-margin revenues through the sale of additional services and products.   **Image Credits: ©2024 [TeamSystem S.p.A. ](https://www.teamsystem.com/)* #### DID YOU APPRECIATE THIS SUCCESS STORY? ## Contact us to find out what we can do for your company. Contact us ## How can we empower your business? Thank you for filling out the form. One of our experts will contact you shortly! ![Copertina Webinar](https://www.neosperience.com/hs-fs/hubfs/Copertina%20Webinar.webp?width=2000&name=Copertina%20Webinar.webp) #### vuoi saperne di più? ## Rendi la tua azienda a prova di futuro con Neosperience. Contattaci ### Rendi la tua azienda a prova di futuro con Neosperience. Grazie per aver compilato il form. Un nostro esperto ti contatterà a breve! 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