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

www.icona.it

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

www.icona.it

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

www.icona.it

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

www.icona.it

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

www.icona.it

But what does it cost to makea customer happy?

www.icona.it

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

www.icona.it

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

www.icona.it

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.

www.icona.it

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

www.icona.it

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.

www.icona.it

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.

www.icona.it

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

www.icona.it

INSURANCEENERGYGAMING

TOURISMUTILITIES

MEDICAL CARESOFTWARE HOUSE

INDUSTRIAL PLANTSPRODUCTION PLANTS

MACHINERY

Sectors

www.icona.it

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 sales@icona.it 02 61119850

Trust