In this case study we are going to analyze how the customer of Inovasj, a long-standing partner of XCALLY, used our omnichannel solutions to significantly improve operations and customer experience.

Who is the client company

Lombarda Motori is more than just a car dealership; it is a piece of history founded in 1963 by Luigi Zannier, a former Milan footballer and Italian champion in the 1956/57 season, known for his talent on the field and his entrepreneurial vision. Specializing in the sale and service of prestigious brands such as Audi, Volkswagen, SEAT and CUPRA, the company operates mainly in the provinces of Monza, Brianza and Milan.

Under the leadership of Elsa Zannier, daughter of the founder and sole director since 2014, Lombarda Motori has been able to grow, expanding its network to 12 regional locations and exceeding 380 employees. A distinctive aspect of the company is its focus on sustainability, reflected in the new Audi terminal opened in Monza in 2023, an innovative project equipped with 1,008 solar panels and 34 charging points for electric vehicles. Thanks to this combination of experience, innovation and a strong connection to the local area, Lombarda Motori has become a reference point in the Lombard automotive market.

 

“In an ever-changing industry, it is critical to embrace innovation to maintain our commitment to our customers. With XCALLY, we found a partner who shared our vision.”

Thomas Acerbi – Lombarda Motori IT Manager

 

Customer needs and requests

When she approached the XCALLY partner Inovasj, Lombarda Motori had a clear objective to modernize its communication system. The search for a scalable and customizable solution was essential to remain competitive and in step with market needs.

For what reason did the company contact XCALLY?

Lombarda Motori wanted to upgrade its current chat communication system to adopt a more innovative platform that could integrate features that were previously unavailable. The need for a state-of-the-art service was a key step in improving customer interaction.

What were his needs?

The company aimed to optimize the management of the WhatsApp for Business channel, with the intention of improving customer service and facilitating lead generation. The need for more effective and direct communication had become an imperative.

What services did he need and what were the goals set?

Lombarda Motori wanted to improve communication with prospects and customers through the optimization of the WhatsApp for Business channel. The goal was clear: to make contact more fluid and immediate, thus increasing customer satisfaction.

Solution Provided by XCALLY

Following the customer’s request, Inovasj proposed to Lombarda Motori the use of the platform Omnichannel XCALLY, to address all its needs in a single management environment.

What has been accomplished for the client?

XCALLY has responded to these needs by installing a new dedicated environment for contact management, integrating the WhatsApp Business channel already in use. This implementation enabled the company to take full advantage of the potential of digital communications.

 

 

Achievements

Through collaboration with XCALLY, Lombarda Motori has achieved significant results that demonstrate the effectiveness of this case study.

  • Improved customer experience: Customers began to receive faster and more targeted responses, increasing their satisfaction.
  • Optimized the handling of inquiries: Communication between sales and service departments has become smoother, reducing waiting times and improving efficiency.
  • Automated processes: Operators were able to save valuable time, allowing them to focus on higher value-added activities.

 

Why choose omnichannel and innovation

This case study clearly demonstrates how innovation and technology can transform a company’s approach to the customer. Lombarda Motori, with the support of XCALLY through Inovasj, has been able to meet market challenges with determination, thus positioning itself as a leader in the automotive industry. The ability to adapt and innovate is the key to success in today’s competitive landscape.