Highest Resolution at Highest Quality
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I'm Saverio Montrone,
Director of the National Unit
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Home Appliance

Specialisation and innovation

Maximum resolution with the best technology.


MST has more than 27 years of experience in Technical Support, Omnicanal Customer Service and multiple languages. With the most innovative customer service technologies and our customer centric strategy we increase First Call Resolution ratios, customer loyalty and reduce costs for greater efficiency and productivity. We help our customers improve their services.
High FCR High FCR
Expertise Expertise
Innovation Innovation
Cost savings Cost savings
Customer Experience Customer Experience

Our Solution

Experience
With 27 years as a provider of multi-channel and multilingual technical support services to multinationals and large companies, we are experts at creating exceptional Customer Experiences with high First-Call Resolution.
Specialization
We achieve a high First Call Resolution Rate because we integrate personnel with know-how and experience in technical assistance along with specialized technology. We increase efficiency and guarantee high quality in all our services.
Knowledge Center
It is our center of services of tart-up, attention and education of new technologiess and automated channels. Our goal is to reduce the volume of calls from our customers, adapting to the service of our customers we achieve cost savings and profits.
Quality
We have our own tools to manage the quality of our clients' service, our "C3 Standard", the eAlicia tool and Speech Analytics Solutions. Thus we can see in real time the quality of the service offered.
Technology (Chatbots, VA)
MST has the latest technology in Chatbots, Virtual Assistant and RPA's. Achieving operational excellence for greater efficiency and therefore a reduction in costs.
Multichannel
The MST system allows us to provide service in different channels: Telephone, Email, SMS, Chat, Social Media, Web Form, Automated Channels such as Chatbot, IVR with natural language.
MST services in the HVAC Industry
Help Desk / Technical support
1st level / 2nd level / 2nd advanced level
Breakdown reporting
Overhaul notifications
Renewal of contracts and extension of warranties
Coordination of own and third party technical service schedules
Set up, configuration and installation of equipment and services
Claims service
Notifications of revisions
Cross selling
Up selling
Customer loyalty
Backoffice
Incident resolution
Product information
Tariff and commercial information
Installation support
Coordination of installation and maintenance schedules
Technical service notification
Technical information service
24-hour / Emergency
Alarm center
Spare parts ordering and service
Preventive maintenance
User training
Remote assistance
CAU
Satisfaction surveys