Founded in 1996 and with over 25 years of experience in the customer service sector, Icona Srl is an integral part of the Icona Technology Spa Group, listed on the Vienna Stock Exchange (ticker: CARE)
A complete ecosystem for your Customer Service excellence
We offer a comprehensive ecosystem of software solutions (Service Hub, Acty, Deskoala, Plangei), designed to be highly adaptable to your business needs and to become your differentiating factors in the market.
Acty is just the tip of the iceberg: our product range covers all solutions to communicate with your customers at every single touchpoint. Icona Srl boasts a clientele of leading companies in their respective sectors.
Customer Success Manager: we are more than just a software provider
Our customer support software are user-friendly, adaptable to different needs, and incorporates innovative technologies. But that’s not all: to maximize the benefits of our solutions, in Icona Srl we have introduced the role of Customer Success Manager.
A consultant who will assist you in the post-purchase phase, guiding you on the features best suited to the real-world scenarios that will arise in the first months of use by your operators. It’s not just a help desk service; indeed, the Customer Success Manager will get to know your company in detail, guide you towards the functionalities you need, and will be the reference person for all your post-sale needs.
How We Work
In the pre-sale phase, we start with an in-depth analysis of your current support infrastructure and processes (as-is), followed by a personalized consulting to define the future vision (to-be), and to identify the solutions best suited to your specific needs.
Then, in the post-sale, our dedicated Customer Success Manager will guide you through the entire onboarding process, through: training, fine-tuning configurations, dashboard creation to measure success rate, etc. Additionally, should it turn out that your staff are not consistently using our software, the Customer Success Manager will suggest ways to encourage the adoption of new tools. Because your success is our success!
Compliance and Security
In terms of compliance and security, we are certified according to the international standards ISO 27001 and ISO 9001, thus demonstrating our commitment to excellence and compliance with best industry practices. We are also fully compliant with the European Union’s General Data Protection Regulation (GDPR), ensuring a high level of protection for our customers’ personal data.
Let Icona Srl assist you in communicating with your contacts at every single touchpoint.Tell us your needs