Pitagora, customer experience goes digital with video interaction and DTM

Success stories told by our clients

«The goal of Pitagora is to make the full range of available channels accessible to our customers and our network: we want to reach our customers in every possible way. Today we need to be able to make the most of every digital channel available. For Pitagora, multichannel is essential».

The words of Fabio Capra, Operations Director at Pitagora Spa, carry the ring of certainty: the company wants to reach all its customers, using the means and methods that suit them best.

Foundations, goals, possibilities. Pitagora’s is a forward-looking path, which began in mid-2019, before the pandemic had even fuelled the need for digital. «On one hand we wanted to offer our customers a fully digitalised process, and on the other to completely eliminate paper from our internal processes: to enter a fully digital world».

The Turin-based company, which celebrates 25 years of activity this year, works in “consumer credit,” meaning it finances the purchase of goods and services for consumer households, with 78 branches across Italy and 250 agents nationwide: the customer experience is, therefore, a particularly important aspect for Pitagora.

«We keep a close eye on technological change, because we always have to stay up to date» continues Fabio Capra «In recent years we have moved much closer to the Web world, which is clearly changing our customer base and is increasingly pushing us towards automated digital products. We have a fully digitalised and automated internal workflow, we have developed an app for our customers and built a new website. We always pay close attention to new technologies and try to stay in line with digital and technological development».

Customer care and attention to technology. This combination led Pitagora, last year, to digitalise its entire customer experience, in partnership with Intesa.
Pitagora can now offer a video-interaction service that lets operators provide remote advice to customers, a Digital Transaction Management procedure with qualified electronic signature, and a video-selfie system for identity verification during signing.
An innovation that will allow the company to reach new customers entirely remotely, to broaden the type of customers who access its services, and also to increase its coverage across the region: «Technology lets us achieve full coverage and quickly reach customers even in areas not covered by branches».

«In an initial phase, the new processes and systems will run in parallel with the previous management model, before moving, in the near future, to eliminate paper completely» continues the Director «We know that digital transformation is also a cultural change». This is a change that needs to be understood and guided, both towards customers and within the company. «It was one of the biggest challenges of this process: our sales network was used to a mainly physical approach, but with the digital tools made available it has started to approach customers differently and is understanding how technology can be a support. Internally, the paperless process is also allowing those who work on structuring loans to revolutionise the way they work. The pandemic has certainly accelerated this change a great deal too, driving demand from our sales network for tools to stay in contact with customers. Further proof that these tools have become essential, not just useful».

And what about the partnership with Intesa? What led you to choose our solution? «From the moment we made contact, we immediately appreciated the people we were dealing with and the solutions on offer: we found competent, well-prepared people, who proposed the digital solutions best suited to us and redesigned our processes together with us».