Customer service across three countries and every channel
One service brain for voice, chat and email across a multi country industrial group.
A manufacturing and industrial technology conglomerateProblem statement
What the client was up against
Each business and country ran its own service desk with its own tools. Customers got different answers depending on who picked up, and leadership had no single view of service quality.
Our approach
How we approached it
- Consolidated contact reasons across the group
- Built shared knowledge grounded in each company's documents
- Rolled out channel by channel with clear escalation
Solution we created
What we built
An Octimo service layer that handles voice, chat and email across countries and languages, with shared context and group wide analytics.
Agents in the system
The multi agent team behind it
SourcesContact centre telephony, CRM, ticketing
Intent agentUnderstands requests in Arabic and English
Knowledge agentAnswers from approved company sources
Escalation agentRoutes to the right team with full context
People decideReview, approve and act
Intent agentUnderstands requests in Arabic and English
Knowledge agentAnswers from approved company sources
Escalation agentRoutes to the right team with full context
Contact centre telephonyCRMticketing
Results
What changed in the numbers
750,000+customer interactions a year
3countries on one platform
Measured in the client's live deployment.
Client names, detailed case studies, demos and references can be shared on request.
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