Stefanini’s customer-centric approach to its partnership with the leading polymer manufacturer Covestro has been recognized with a prestigious prize at the Romanian Business Service Awards.
Stefanini scooped the top prize in the Best Customer-Centric Initiative of the Year category at the ceremony, which was organized by Outsourcing Today and The Diplomat-Bucharest and took place at the JW Marriott Bucharest Grand Hotel on 24 May.
Stefanini’s collaboration with Covestro has included driving digital transformation by co-creating a modern service desk that offers global availability and harnessing AI to reduce costs and boost efficiency through automation.
The partnership has supported 18,000 users in more than 10 languages and has incorporated everything from providing Office 365 and Stefanini’s AI chatbot, Sophie, to implementing technology to protect data and enhance system reliability.
Stefanini provided tailored services globally from day one, making these available first to America and EMEA before extending services to APAC five months into the project.
Transforming Performance
Stefanini’s collaboration with Covestro has significantly enhanced the company’s first-call resolution rate – which stands at 90% from a historical average of 74%. The introduction of Stefanini’s AI chatbot, Sophie, has also boosted efficiency, while supporting employees in their native language globally.
This success has laid the groundwork for increased automation across the business including password resets, knowledge article searches and incident management.
Patricia Mendes – Product Manager at Stefanini EMEA, says: “We’re hugely proud to have been awarded the Best Customer-Centric Initiative of the Year prize, which really demonstrates the power of our co-creation approach when it comes to delivering exceptional business results through close collaboration. Our work with Covestro has showcased the power of harnessing the latest technologies to cut costs, boost efficiency and improve the employee experience. We look forward to continuing to build on this fruitful collaboration over the years ahead.”
