MAKE YOUR CUSTOMER
Our solutions allow companies to improve relations with their customers, to track the support process and the support team activities, and to work together to remotely resolve all support requests.All in the Cloud.
WHAT WE OFFERTo provide software solutions at the cutting edge of innovation, productivity and efficiency, making us a leading company in terms of technology and experience, and to improve and attract business in the support field; this is our mission.
OUR MISSION
www.icona.it
WE DEVELOP SOLUTIONS TO IMPROVEBUSINESS AND RELATIONS IN THE
CUSTOMER SERVICE SPHERE
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Icona provides innovative software platforms, developed using cutting-edge technology, to help all companies improve their technical and commercial customer support processes.
All of our solutions are based on the concept of tracking.Tracking allows you both to optimise service provisionand increase your business.
Trust Icona and our team.
SOLUTIONS TO IMPROVEYOUR CUSTOMER SUPPORT
Giorgio NepaIcona CEO
THE 10 REASONS TO CHOOSE ICONA
A LEADING CUSTOMER SUPPORTTECHNOLOGY COMPANY
EASY TO OBTAIN INDEPENDENTPoC FOR THE SOLUTIONS
ON-PREMISES OR CLOUD ACTIVATIONDEPENDING ON REQUIREMENTS
TECHNOLOGIES CAN BE INTEGRATEDOR USED AS STANDALONE SOLUTIONS
SOLUTIONS ARE SCALABLE TO SUITSMALL OR LARGE COMPANIES
WEB SERVICE FOR PABX, CRM,BI, ERP INTEGRATION
ABILITY TO ASSESSSUPPORT PROCESSES
WHITE LABEL CUSTOMER-SIDESOFTWARE SOLUTIONS
IMPLEMENTATION OF ALL DELIVERYAND GO-LIVE ACTIVITIES
DIFFERENT LEVELS OFSUPPORT – FROM BASIC TO 24 HR
01. 06.
07.
08.
09.
10.
02.
03.
04.
05.
www.icona.it
We have offices in Milan,Rome
and Cagliari
Our teamconsists of
16 persone
MILAN
ROME
CAGLIARI
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WE ARE A GROWING COMPANY
EACH DAY, OUR CUSTOMERS USE OUR SOLUTIONSTO HANDLE:
FOUNDED IN 1996, ICONA IS A PRIVATE BUSINESS RUN BY 3 SHAREHOLDERS WHO PLAY AN ACTIVE ROLE IN THE COMPANY’S TECHNOLOGICAL AND BUSINESS DEVELOPMENT.
9.000 MULTI-CHANNEL TICKETS
30.000 REMOTE SUPPORT REQUESTS
1.000 VIDEO SUPPORT REQUESTS
++
+
HOW TO MAKE YOUR
HAPPYcustomer
www.icona.it
Poor customer service can cause significant lossesfor your business through lost clients and bad reputation
Lost customer = money lost.
The overall average costof a lost customer is
€ 243
Poor customer serviceis expensive.
Very expensive.
is the cost of poorcustomer service
€83
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With so many companies making mistakes,positive changes can lead to
significant gains:
Companies appreciatebeing treated well.
Happier customers can lead to greater profits.
Increasing the continuity of your relationship with the customer by 5%
will increase profits by between
will pay more for better customer service.
%l’8625 95% %and
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Put the customerat the centre of your business
Let the customer know how best to contact you, respond when
they do, and achieve better results and a better relationship.
Only provide support when you have a proper
understanding of the problem, ensuring that the process is efficient for your
team and your customer.
Obtain accurate data to track your help
desk activities – this is the key to everyday
success.
View customer service as an opportunity – if you bill for your time and provide
a good service, the customer will be happy.
Analyse the KPI data, learn from past
experience and improve the service every day,
with a constant focus on quality.
1. WELCOME 2. MANAGE 3. TRACK 4. DO BUSINESS 5. IMPROVE
1. 2. 3. 4. 5.welcome manage track do business improve
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But what does it cost to makea customer happy?
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ICONA HAS DESIGNED ALL OF ITS SOFTWARE PLATFORMSTO BE EASY TO TRY, SCALABLE AND RELIABLE, SO...?
All of Icona’s solutions are activated in cloud mode, to improve efficiency, reduce start-up costs and be simple and usable for all markets and businesses.
OUR SOFTWARE SOLUTIONS
ACTYLIVECARE CONTACT DESKOALA
ACTY
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LIVECARE SUPPORT
CONTACT CENTRE TICKETING REMOTE SUPPORT VIDEO SUPPORT
How they work: together and separately
All of Icona’s solutions can either be integrated or used separately, while interfacing with company CRM and ERP systems is guaranteed.
LivecareContact Deskoala
Livecaresupport
Acty
1 2
3
4
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Switchboardand Contact
Centermulti-channel
softwareplatform
Livecare Contact is a multi-channel platform for exceptional Contact Centre services, allowing you to manage your customers and gather information on the quality of the service based on specific basic indicators.
LivecaresupportLivecarecontact
RA RA RA RA
www.icona.it
On the market since 2012
LIVECARE CONTACT IN NUMBERS:
30 + CUSTOMERS500 + ACTIVE LICENCES
300.000 + TELEPHONE CALLS ANNUALLY
Customer support
ticketing software
Deskoala is a multi-channel software solution used by the support team. Manage and log tickets received or accepted by the team, to track KPIs and process the data obtained via a dedicated dashboard.
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On the market since 2017
DESKOALA IN NUMBERS:
30 + CUSTOMERS200 + ACTIVE LICENCES
9.000 + TICKETS PROCESSED
RemotedesktopSupport
software
Livecare Support connects people. This software solution offers remote support via PCs and mobile devices.It logs all of the activities and the time spent providing customer support, allowing you to bill for yoursupport services.
LivecaresupportLivecarecontact
RA RA RA RA
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On the market since 2008
LIVECARE SUPPORT IN NUMBERS:
1.500 + CUSTOMERS4.000 + ACTIVE LICENCES
350.000 + HOURS BILLED BYOUR CUSTOMERS ANNUALLY
Remotevideo and AR
Software support
Acty is the software solution that allows an expert to view the problem remotely through the eyes of an on-site technician, using a smartphone or smartglasses, and guidethem to resolve it.
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ACTY IN NUMBERS:
On the market since 2012
20 + CUSTOMERS80 + ACTIVE LICENCES
5.000 + CALL-OUTS AVOIDED
KEEP CALM... IF YOU THINK THE STARTCOULD BE CHALLENGING, WE’LL GIVE YOU
ALL THE SUPPORT YOU NEEDAssessment Configuration Training Support
We will assess your business
model, and suggest the best way to
increase the quality of your support
services.
We will adapt our software tools to provide you with the configuration
you need,without
developments.
We train thesupport team to
manage customers and the
managerto track
the service.
We support you in your support
requests, with 24/7 service to helpyou with your customers at
all times.
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STILL IN DOUBT?TRY OUT OUR SOLUTIONS.
IT’S EASY! Call us, or choose the solution that most interests you,and activate in cloud the trial version!
www.icona.it
www.deskoala.comwww.livecarecontact.it www.livecare.it www.acty.com
Our Customers
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INSURANCEENERGYGAMING
TOURISMUTILITIES
MEDICAL CARESOFTWARE HOUSE
INDUSTRIAL PLANTSPRODUCTION PLANTS
MACHINERY
Sectors
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WE KNOW HOW TOMAKE YOUR CUSTOMERS HAPPY, CONTACT US
The size of your company doesn’t matter, Icona is always there to help you improve your customer support processes and services, thanks to our team and our experience.
Call us and explain your needs, we’re sure that our team will be able to help you configurethe dedicated solution that is best suited to your business and your budget.
www.icona.it [email protected] 02 61119850
Trust