Findomestic: Customization and Digital Value to Unlock Corporate Workflows with Askme
A tailor-made transformation: systems integration, process digitalization,
and finally unified workflows on a national scale.
Findomestic stands out as a pioneer in the consumer credit sector. Through the continuous introduction of innovative methodologies and strategies, the company has consolidated its leadership position, serving over three million customers across Italy. In a context of high operational complexity, characterized by high volumes and a widespread territorial presence, process efficiency represents a critical success factor.
100%
Paperless operations
>900K
Tickets managed with efficiency
+70%
Acceleration in process management
These concrete results are the outcome of the customization work carried out by the Askme.it team, allowing the Desk and Sign modules to integrate seamlessly with existing legacy systems.
The Challenge: Overcoming Silos and Paper Fragmentation
With the growth of operational volumes and the evolution of the organizational model, Findomestic faced increasing complexity in coordinating processes and activities across departments and branches. The presence of heterogeneous tools and distributed operational flows necessitated a higher level of integration and uniformity, both in internal activities and customer interactions.
In areas such as debt recovery, access to information and activity management required heavy manual involvement, highlighting the opportunity to simplify and streamline processes. In this scenario, the priority became evolving toward a more integrated, digital, and scalable operating model capable of effectively supporting the organization’s growth.
The Solution: A Digital Ecosystem for Unified Workflows
Findomestic successfully implemented the full Askme solution to unify operations across all Italian branches. The adoption of specific modules allowed for the digitalization of every step of the operational machine:
- Askme Desk: Centralizes and automates internal communication processes, allowing every interaction between numerous departments and corporate offices to be tracked.
- Askme Sign: Speeds up authorization processes by integrating end-to-end digital signatures to ensure a fully digital journey for customers.
- Askme Chat: The virtual agent supports the debt recovery sector, replacing manual searches and providing immediate information to operators.
- Process Automation: Collection, assignment, and management of requests in a single integrated system, capable of centralizing communications from various corporate channels, including operational Certified Email.
- Full Workflow Visibility: Every step is tracked, from ticket opening to resolution, with real-time monitoring of SLAs and performance.
- Native Integration: Direct connection with CRM, ERP, and other corporate platforms for a homogeneous and synchronized digital ecosystem.
Tailoring the Experience
A key element of the project was the customization work performed by the Askme team. The solutions were not simply implemented; they were modeled around Findomestic’s specific processes, adapting to the organizational complexity, existing flows, and the operational needs of different departments.
This integration capability added value to existing systems, avoiding disruptions and ensuring a smooth transition to a fully digital model. The result is a tailor-made infrastructure capable of evolving with the organization and supporting its growth over time.
The Results: Speed, Control, and Sustainability
The adoption of this intelligent ecosystem has brought extraordinary benefits across the entire operational chain:
- Operational Efficiency: Process management seen a 70% acceleration, allowing for the precise handling of over 900,000 tickets.
- Total Digitalization: Achieving 100% paperless operations has transformed sustainability into a concrete competitive advantage.
- Traceability and Governance: Every action and decision is recorded within a single integrated system, ensuring "rock-solid" control over workflows.
- Customer Satisfaction: Reduced waiting times and the ease of use of digital tools have improved the experience for over three million managed customers.
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