Leyton's mission is to facilitate access to financial, tax and energy incentives. Starting with regulatory analysis, the teams are able to offer integrated advice on innovation, digital transformation, investment, and ecological transition, maximizing economic benefits for partners.
Each client in Leyton has a consultant who analyzes business processes and makes recommendations to recover what has been spent thanks to tax breaks; think of the incentives for Industry 4.0, the new ecological transition plan, and the PNRR.
"My team," explains Cosimo Vastola, Business Unit Support Manager & Database Manager in Leyton Italia, "is divided into five different locations: Bari, Florence, Milan, Salerno and Verona. Agents contact companies by phone to explain our services, what's new compared to competitors and why they should choose Leyton. Phone calls are primarily outbound; when a customer is acquired, he or she is assigned to a consultant.
Before the migration to Aircall, calls originated from corporate cell phones, each operator had his own device connected to a SIM and with a different number.
This system presented many critical issues for the performance of my work, especially the absence of reporting. I was not aware, for example, of the interactions and topics covered during calls or the minutes invested per user.
Statistics are key to understanding performance; without a clear idea of the prospect buyer journey, I could not give feedback to my unit and especially could not field specific strategies in real time to achieve our KPIs.
In addition, the whole unit also encountered practical difficulties: notes with useful information for the whole team remained with the individual operator, because it was not easy to share them. For these reasons, I began to consider migrating to a VoIP PBX that would help us better manage all activities, and the choice was Aircall."
Monitoring of team KPIs and performance thanks to Aircall
"Once we implemented Aircall, we took advantage of the native integration with Salesforce. Within our management system now all team activities are automatically scheduled. I have the ability to see how many times a user has been contacted, assign tasks or access notes pinned during calls. In this way I can better manage and control my unit and this also positively affects business performance.
The main advantage is to monitor all activities in real time: now I have a daily average on the number of contacts needed before converting a lead into a customer, and I can follow the work of the whole team more closely. In addition, calls can be recorded. I spend at least a few hours a day listening to operators to provide feedback on their performance. This is also very useful when training new employees, because it allows me to present real examples right away instead of classic role playing.
In Leyton we also use the Power Dialer features, which allows us to control and order all contacts to be called during the day, so that we have an accurate picture of tasks and save time in dialing. With Aircall we have different numbers for each location where our unit is located. Having the area code corresponding to the city where we operate is a great advantage, plus we can easily transfer calls according to specific zones. By adopting Aircall I am able to have a 360-degree view of what is going on within my unit, this will also be useful for me in the future to have everything under control and improve the operational process, maximizing results."
"I feel 100 percent satisfied with the migration to Aircall, because the platform has ensured optimization of my work and that of the entire unit.
The transition to VoIP switchboard was very fast. After making initial contacts in July, we were up and running with the platform as early as September. The timelines for the activation and usage steps were perfectly met.
Also, having had power2Cloud by our side was crucial; they assisted us in the migration and training, with always very quick and accurate responses. The team accompanied us in the fundamental training for the correct use of the PBX. I am serene to have a partner like power2Cloud, immediately operational and with a propensity for problem solving.
Currently, Aircall's VoIP switchboard is used only within my unit, but we are considering activating the platform in other countries as well."