Smeg Customer Success Story

Crafting Excellence: Smeg’s Innovative approach to Customer Service

"With the technical knowledge and support of Boxfusion, at Smeg we have transformed our customer’s service experience by implementing cutting-edge technologies to remove customer friction and enhance user satisfaction. Through a focus on seamless design and intuitive self-service tools, supported by the implementation of Generative AI, we have been able to provide a greater First-Time resolution path for our customers and reduce contact coming into our Service Team."

Cerie Paton, Head of Business Systems, Smeg UK

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Background

Our client, Smeg, is an Italian manufacturer that operates three key divisions; home appliances, professional and medical instruments.

With multiple subsidiaries worldwide, SMEG aims to reflect Italian design characteristics of elegance, originality, and quality in all its products.

Smeg wanted to reflect their quality and customer centricity through their service channels, so they set out to craft a next-level, AI-powered, customer service online experience that covered all customer needs in one central location.

Smeg Customer Servcice Help Desk

Goal

Smeg aimed to create a unified service experience by implementing technologies that removed customer friction, better-supported service agents, improved experience metrics and boosted online revenues.

They envisioned a solution that achieved this objective through:

  • First-time Resolution: Help customers get rapid, accurate answers to their questions
  • Surface common tasks: Ensure a streamlined and intuitive self-service experience
  • Agent Support: Free agents’ time to focus on the most complex enquiries
  • Intelligent Experience: Re-imagine how customers supply data for customer service help
  • Boost Revenue: Explore ways to promote sales throughout customer service journeys
  • Warranty Management: Provide easy access to warranty and servicing needs

    • Solution

    Boxfusion focused on the importance of visual design excellence to Smeg, bringing innovative thinking to their external-facing service operations, enabling advanced 24/7 self-service and providing direct, relevant and personalised support.

    Key features include:

  • User centricity: Put Smeg's customers at the heart of the design process maximising service experience, while retaining the Smeg brand identity.
  • Conversational Search Box: Customers can pose questions in an intuitive search interface.
  • Gen-AI Service: Intelligently answers customer queries using digital product manuals, knowledgebase articles and customer provided inputs.
  • Chatbot integration: Oracle Digital Assistant also harnesses Gen-AI + connects users to a human agent if the query isn’t fully resolved.
  • Service Cloud Integration: Gives agents a full historical view of customer interactions
  • Product Suggestions: Identifies and promotes related products based on customer queries.

    • Results

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    Smeg have a customer experience vision to match their products - well-crafted, beautiful, and seamlessly incorporating cutting-edge technology. Boxfusion are proud to work alongside Smeg in bringing that vision to life using the latest Oracle technology.

    By applying GenAI with a focus on enriching and streamlining the user's experience, we were able to deliver intent-driven self service - the customer only need enter their problem or query once, and the system will intelligently guide them to the information or interaction they need. The benefits realised include:

    • Reduction in overall customer support issues logged
    • Increased rates of successful self-service, reducing service staff pressure and operational costs
    • A shift in the type of customer contacts, with more high value-add questions including purchase enquiries
    • Increased traffic from the support site to the online store
    • Improved customer satisfaction (CSAT) score (expected)
    • A platform that is future-ready for integration with messaging channels like WhatsApp.


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    Technologies

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    Boxfusion’s self-service solution allows organisations to offer well-crafted, optimised platforms for their customers, employees and partners - elevating user experience while delivering real business benefits through highly-automated, conversational interactions.

    This solution is built using the latest Oracle technology, including Digital Assistant, CX components and OCI elements featuring Generative AI - brought together in a user-centric, iterative design philosophy to provide an unparalleled service experience.


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