Next-Gen After-Sales Tech & Service
Estendo is a company specialising in innovative after-sales services, with a strong focus on extended warranties and technical support solutions for consumer electronics, home appliances, and other durable goods.
Founded to transform the traditional concept of warranty into a comprehensive service experience, Estendo partners with leading retailers, manufacturers, and distributors to deliver tailored coverage programs. These services are managed through a proprietary digital platform designed to streamline operations and enhance the post-purchase journey.
With a flexible, customer-centric approach, Estendo creates value for both business partners and end consumers, ensuring reliability, transparency, and simplicity across every post-purchase interaction.
THE CHALLENGE AND OBJECTIVES
Estendo needed to centralise the management of both B2B and B2C communications, replacing a fragmented and non-scalable setup. Key challenges included integrating with the client’s core systems, efficiently managing multiple communication channels, automating workflows, and ensuring full traceability of interactions.
The goal was to implement a single, flexible, omnichannel platform capable of enhancing the customer experience, supporting engagement campaigns, and enabling a more advanced, unified, and data-driven approach to Customer Service.
In short
• BeInContact: Implementation of an enterprise-class AI Cloud omnichannel solution for Contact Centers • BeConnect: Portability of fixed and mobile numbers. SMS provision to manage post-sales support requests • Be360°: Integration with the client’s management system to enable a unified view • WhatsApp Business: Activation of a new channel to provide fast and efficient support for customer inquiries
Goals
Customer: Estendo Sector: Post-selling services / Extended Warranty & Service Management Location: Italy
