All about Covisian, the customer service company chosen by Ita
The new carrier Ita has entrusted the customer assistance service to the Covisian company (partners are Salesforce and Aws). Here are shareholders, top management, customers and balance sheet data. Meanwhile Almaviva whimpers, that's why
The new company Ita- Italia air transport has identified the Milanese company Covisian as the supplier of the customer assistance management service, at the end of the competitive procedure launched at the beginning of August.
Through a tender between different operators, Covisian was selected as operator of the new Ita customer center, operated by exploiting cloud technologies in collaboration with partners such as Salesforce and Amazon web services.
As stated on the group's website , Covisian is a company that has acquired more than 7 companies in 9 years, going from a turnover of 110 million euros in 2010 to an expected turnover of 400 million euros in 2021. The group serves the main operators in the Financial Services, Energy, Digital, Retail, Media and TLC sectors.
However, the company closed the 2020 financial statements in the red with a loss of 5,445842 euros.
Almaviva Contact also took part in the tender, whose 621 workers have been employed to date in Alitalia's customer service (570 in the Palermo call center). Having therefore lost the Ita order now, in the absence of certainties on the employment continuity of Almaviva employees, Sicilian companies, trade unions and the political world are sounding the alarm.
All the details.
THE MOTIVATIONS OF ITA
With a press release, the “new” company announced a series of decisions taken during the Board of Directors on 24 August, including that of entrusting the customer center service to Covisian Spa.
The service will be provided by Italy.
“Ita considers the Customer Center area to be a fundamental element in the relationship with the customer for which it is important to ensure maximum efficiency and sustainability. For this reason, in the choice of the supplier, the need to provide this service from Italy and the flexibility in managing the curve of telephone calls volumes according to the needs of the company from this initial phase of transition to the phase of full operation were taken into account. , all by offering digital and innovative solutions ".
"While waiting for the awarded company to start the service, a short interim period will open during which this activity will be carried out on behalf of Ita by Alitalia personnel in Extraordinary Administration", the new company said.
THE VIRTUAL PLATFORM SUPPORTING THE CUSTOMER CENTER WITH SALESFORCE AND AWS
The new carrier will provide a virtual platform to support Customer Center operations that will use new technologies in the cloud environment developed by market leaders. That is the Salesforce platform for customer relationship management and the Amazon Web Services infrastructure for telephone activities, "which also allows the use of artificial intelligence to improve response times and quality in solving customer problems". Ita.
WHAT IS COVISIAN
Covisian Spa is a group active in the BPO (Business Process Outsourcing) market offering advanced solutions for Customer Management.
The company has as its object the management, on behalf of third parties, of the relationship with the customer, also through contact center activities, of market research,
It has approximately 17,000 employees operating in over 20 offices in 6 different countries collaborating with more than 150 customers around the world.
SERVICES
The Covisian offer of innovative services is completed by: Vivocha's digital customer interaction & engagement solutions, which allow you to communicate and collaborate with current and prospective customers on all channels and devices; hybrid digital + human lead generation and conversion services; the Covisian Customer Management Academy customer management school in collaboration with the MIP of the Politecnico di Milano.
VODAFONE, UNICREDIT AND ENEL AMONG CUSTOMERS
Among its customers, the company includes: telephone operators (Telefonica, Vodafone), banks (Intesa Sanpaolo, Unicredit, Crédit Agricole, Deutsche Bank, Santander, Bnp Paribas), energy companies (Edison, Enel, Iren) and then Nespresso, Zara , Dhl, Illumia, Leroy Merlin …
THE PARTNERS
With a share capital of 831,834 euros, the company is 51.75% controlled by Sparta Spa. Overseas Industries Spa owns 13.8% of the company, Nomen Fiduciaria Spa 28.22%, 4.99% belongs to Fastwind Chapelco Sl, while 0.95% is in the hands of Antonio Giorgio Turroni (CEO of the group) and 0.30% of Rmcg Srl.
In addition to the chairman Marco Rayneri, the board includes: Ruggero Maria Verrazzo and Antonio Giorgio Turroni (both CEOs), Andrea Fileccia, Cesar Vicente Lopez Perez, Martina Di Gioia and Nicola Emanuele.
THE NUMBERS
Covisian Spa's value of production at 31 December 2020 was € 144,803 (up from 130,652 in 2019).
As stated in the financial statements, revenues from sales increased due to the strengthening of the costomer base (Sky, Enel, Zara, Leroy Merlin, Bmw, Nestlé) and the acquisition of new customers including the main Nexi, Consip, Italgas Group, Finecobank and Hera.
However, 2020 ended in the red for the Milanese group: the loss amounted to € 5,445,842 (down from € 3,592 thousand in 2019). The costs of production amounted to 145,888 euros.
The company boasts a total of tangible fixed assets worth 7,195,740 euros, and a total debt of 139,021,356 euros.
ALMAVIVA: IGNORE SOCIAL CLAUSES
With the customer management service entrusted to Covisian, the future is uncertain for Almaviva's 621 employees, hitherto employed in Alitalia's call centers.
"A notice of guarantee in the institutional setting of the interested parties, in order to avoid the consequences of non-compliance with the social clause in the change of contract for the call center of Ita (Italia Trasporti Aereo), which puts at immediate risk the employment continuity of hundreds of workers in Palermo and Rende, engaged for twenty years on the same customer service for Alitalia. Because job protection cannot admit discontinuity ”.
This is the urgent request made by the Almaviva Contact company to the Minister of Economic Development, Giancarlo Giorgetti, and to the Minister of Labor and Social Policies, Andrea Orlando, after learning that "Ita, a wholly public company, has assigned the tender for the management of contact center services, replacing those still held by Alitalia, without applying the social clause envisaged for the outsourced call center sector which, based on the sector National Collective Labor Agreement and the law, recognizes the right to continue the relationship of work with any new supplier of the same activities ".
This is a machine translation from Italian language of a post published on Start Magazine at the URL https://www.startmag.it/economia/tutto-su-covisian-la-societa-di-assistenza-ai-clienti-scelta-da-ita/ on Wed, 25 Aug 2021 10:27:27 +0000.