How to Centralize Customer Care to Improve Efficiency and Promote Employee Well-Being: The Disenia Case

The integration of Leanbit's PLOT software allowed Disenia to optimize customer care, improving efficiency and employee well-being.Discover how Disenia (Idea Group) optimized Customer Care by centralizing communications with Leanbit's PLOT software. Increased efficiency, improved employee well-being, and enhanced customer service.Have you ever found yourself chasing scattered information across multiple communication channels, such as emails, WhatsApp, and phone calls, just to reconstruct the history of a case?

This fragmented management inevitably leads to problems such as lost information, downtime, and slowdowns in operational workflow. Each request requires continuous consultation with colleagues to get updates, checking multiple devices, or searching for lost data in past conversations. The result? A waste of time and resources, increased stress, and lower efficiency in responding to customer needs. In this article, we analyze the implementation carried out at Disenia (a company of the Idea Group) and how it became the solution to make both customer management and employee time more efficient.

Disenia is a well-established company in the bathroom furniture sector, specializing in the production of high-quality shower enclosures, shower cabins, and bathtubs. With a strong focus on design and functionality, the company has gained a prominent position in the market, offering personalized and meticulously crafted solutions.

Customer service management represented a significant challenge for Disenia, which adopted a targeted strategy to address all levels, aiming to provide excellent support. Moana Clarke, Head of Customer Service, was facing a growing number of requests from end customers, retailers, plumbers, and architects through email, phone, and WhatsApp. The scattering of information, communication overload, and the inability to centralize data created difficulties both operationally and personally, impacting service quality, increasing stress levels, and causing a loss of control over ongoing cases.

“In just one year, I received over 7,600 phone contacts, often getting calls up to 18 hours a day. This situation not only compromised overall work efficiency but also affected my personal life and the well-being of my team.”

Moana Clarke - Head of Customer Service - Disenia S.r.l.

The Solution: Implementing Leanbit’s PLOT

To address these challenges, Disenia chose to implement our PLOT software in its NOSCO version, designed to centralize and optimize communication management within the company. It’s more than just a technological tool; it is a collaborative platform that fosters information sharing and coordination among people.

With Leanbit’s PLOT implementation, communications no longer arrive directly on individual phones but are routed into a single cloud system that integrates phone calls, emails, WhatsApp, and Telegram. This change eliminated data dispersion and ensured a more organized and transparent management of requests.

The introduction of Leanbit’s PLOT has brought numerous benefits both personally and at the company level.
From an operational perspective, Nosco has made the team's work more efficient and structured. Now, all information related to a customer can be quickly accessed, communication history can be viewed, and cases can be managed autonomously and systematically. This has significantly reduced response times and improved the quality of service offered to customers.

From a personal standpoint, the benefits have been substantial as well.

“After the introduction of Leanbit’s PLOT, I can say that my personal and family life has significantly improved because I finally have a life outside office hours and more personal time. Many things have improved.”

Moana Clarke - Head of Customer Service - Disenia S.r.l.

Keyword: Collaboration

A crucial aspect of the success of Leanbit’s PLOT was the collaborative approach adopted during the software's introduction. Our team worked closely with Disenia to understand the company’s specific needs and adapt the system accordingly, guiding the staff through a digitalization and operational transformation journey.

This collaboration serves as a great example of how technology, when designed around business processes, can transform company dynamics, enhancing not only operational efficiency but also employee well-being. Nosco has proven to be a fundamental tool for centralizing communications, promoting information sharing to ensure a more peaceful and productive work environment, and most importantly, enabling employees to work as a team rather than as isolated individuals.

Conclusions

The Disenia case demonstrates how process organization through a tool that works in synergy with people improves business practice management.

This success story highlights the importance of an integrated approach to digitalization: only through the synergy between technology, people, and processes can concrete and lasting results be achieved.