Roberta Schiappadori Feb 8th, 2019

Transcom and DataChronic: creating innovative digital services for an even better Customer Experience


Transcom Italy and DataChronic have signed a partnership to improve Customer Experience through the design and development of innovative digital services. One of the first objectives is to improve performances optimizing time consuming tasks with higher quality through the use of intelligent process automation.

The partnership will consolidate and strengthen the collaboration, offering innovative digital services both for Transcom's internal processes and for clients, where new technologies can help agents carry out certain operational activities simpler, faster, and with a better precision.

The first phase of the collaboration will focus on new solutions and implementations of RPA (Robot Process Automation) in combination with more intelligent tools, automating repetitive and time consuming processes by mimicking human behavior. 

"We have already proven that RPA is able to reduce errors margins on selected activities and speed up many tasks. Process automation has reached advanced levels of maturity. Thanks to Transcom's experience, DataChronic's know-how and integration of technologies such as big data, artificial intelligence and cognitive services, our solutions are evolving towards intelligent automation also known as Intelligent Process Automation (IPA). This means that agents can devote themselves to higher value-added tasks, guaranteeing a better service to end consumers" said Marco Raja, CEO DataChronic.

"This partnership once again testifies Transcom's commitment to innovation; we are one of the leading players in the Business Process Outsourcing market, in Italy for 20 years with several Onshore and Nearshore locations. Every day we are committed to improving our services, both through excellent training courses and continuous improvement processes" said Gianluca Gemma.

The collaboration between Transcom and DataChronic started 3 years ago with an RPA project for Lastminute.com's online booking process. This immediately led to significant benefits with large reductions both in error margin and manual handling, and ultimately led to winning the CMMC Customer Relationship Management Award in 2017.