Rolling out new locations and features for SAP Service Cloud
De’Longhi is presently using SAP Service Cloud to support its customer service agents in Italy, Spain, Portugal, Austria, the United Kingdom, Germany, the Benelux and Nordic countries, the United States, Canada, Mexico, and Poland. The company plans to roll out the solution to Australia, New Zealand, Slovenia, Croatia, France, and Switzerland.
In parallel, it wishes to develop other new features within the solution based on artificial intelligence and machine learning. It wants to see how these might apply to helping customer service agents interact with and support customers – imagine something like a virtual assistant.
De’Longhi is also focused on improving certain processes and introducing new ones, such as business-to-business management and a customer channel that might resemble the WhatsApp messaging application or a question-and-answer format with online retailers.