We are proud Illy has chosen WeSquare as partner (in combination with Alfa Sistemi) for implementing Oracle Service Cloud in their customer contact center.
The goal is to increase customer satisfaction, sales and simplify contact management via:
– multichannel support
– having all necessary info available
– increase FTR
– great knowledge base
– reports giving the needed info
– better analytics
– Integratiosn with JDEdwards and CTI
– Marketing Campaigns

Well Oracle Service Cloud is the best option in this case!

About Illy Cafe
The story begins in Trieste, Italy, the Adriatic port town where coffee first entered Europe, and where in 1933, company founder Francesco Illy developed the modern espresso machine. The story is still being written today by President and CEO Andrea Illy, representing a third generation of illy family leadership.
Rich and full-bodied, yet velvety smooth: distinctly illy. Ask discerning coffee lovers what makes them passionate about illy, and chances are, this is what they’ll say. You’ll hear it in 140 countries, where illy’s singular, signature blend – a rich symphony of nine pure, sustainably grown Arabica beans from four continents – delights millions of coffee lovers at home, at fine hotels, restaurants and cafes, and at work, every day.

About the implementation

The implementation will be in 3 stages and will be containing:
Stage 1
– Multi-channel marketing campaigns and outbound contacts via phone and / or email management.
– Contact database
– Privacy data management
– Incidents workspace definition
– Reports & Dashboards

Stage 2
– Contacts management (both B2B and B2C leads, prospects and customers);
– Inbound phone calls management;
– Web-chat (click – to – chat) interactions management;
– Inbound email management
– Reports & Dashboards

Stage 3
– Forward & Track
– CTI