ACLI Trentine uses x‑bees and Salesforce to handle 3,000 daily inquiries, reverse stagnation and transform community service delivery
Established in 1946, ACLI Trentine has been a cornerstone in promoting social welfare, labor rights and community development across Trentino for almost 80 years.
ACLI Trentine originated from the Italian Catholic social movement, which sought to improve the quality of life for workers and their families. With 232 employees, including 75 call center operators, the organization handles over 3,000 inquiries daily, offering professional consultations that form a core part of its revenue stream.
Over the decades, ACLI Trentine has evolved into a robust network serving the diverse needs of the community across the Trentino region. Its foundation rests on values, such as emphasizing dignity, equality and mutual aid.
The organization offers a range of financial and tax services, including its Tax Assistance Center, which provides professional consultation and comprehensive assistance in taxation, accounting, and social benefits. These services include tax returns, RED declarations, IUC tax calculations, and ISEE and ICEF calculations. Additional financial services include inheritance services, domestic worker payroll services and rental property services.
Key Challenges in Sustaining ACLI Trentine’s Mission:
ACLI Trentine operates through a decentralized model, comprising local clubs and associations connected to a central coordinating body. This allows it to address local needs while maintaining a unified strategic vision. Volunteers and professionals collaborate to design and implement programs, ensuring broad community participation and impact.
For years, ACLI Trentine had operated with reliable income streams and strong demand for its services. But the recent numbers told a different story. Growth, which had been consistent, had begun to slow. Across Italy, other ACLI branches were experiencing similar trends, with Milano’s branch facing a particularly evident stagnation in revenue and profits.
By early 2024, ACLI Trentine faced mounting competitive and operational pressures. While its reputation and community trust remained strong, growth had slowed and revenue predictability was declining.
Additionally, internally, customer relationship management relied on a national ERP system that lacked the capabilities for proactive engagement, leaving the organization without integrated tools to nurture client relationships or drive new acquisitions.
Facing these evolving societal needs, a dynamic socio-economic landscape and stagnation in growth, the organization’s leadership team recognized the imperative to adapt and innovate without compromising its values.
As they contemplated these initiatives, Luca Oliver (President of ACLI Trentine) and Michele Mariotto (Director) grappled with a pivotal question: How could ACLI Trentine financially sustain its mission of social advocacy and community support while navigating the complexities of modern organizational challenges?
For years, ACLI Trentine had operated with reliable income streams and strong demand for its services. But the recent numbers told a different story. Growth, which had been consistent, had begun to slow. Across Italy, other ACLI branches were experiencing similar trends, with Milano’s branch facing a particularly evident stagnation in revenue and profits.
By early 2024, ACLI Trentine faced mounting competitive and operational pressures. While its reputation and community trust remained strong, growth had slowed and revenue predictability was declining.
Additionally, internally, customer relationship management relied on a national ERP system that lacked the capabilities for proactive engagement, leaving the organization without integrated tools to nurture client relationships or drive new acquisitions.
Facing these evolving societal needs, a dynamic socio-economic landscape and stagnation in growth, the organization’s leadership team recognized the imperative to adapt and innovate without compromising its values.
As they contemplated these initiatives, Luca Oliver (President of ACLI Trentine) and Michele Mariotto (Director) grappled with a pivotal question: How could ACLI Trentine financially sustain its mission of social advocacy and community support while navigating the complexities of modern organizational challenges?
How x-bees Integration Transformed ACLI Trentine’s Communication
To address these challenges and improve customer engagement without compromising its values, ACLI Trentine adopted Salesforce as its dedicated CRM platform. This provided the foundation for proactive client management and deeper relationship-building. The organization also implemented x-bees (via our partner, Starsystem), integrated with Salesforce, to unify communication channels, streamline call handling and enhance customer service.
As a result, x-bees became the backbone of the organization’s call-handling operations, ensuring that incoming inquiries were managed efficiently.
Operators played a central role in the process. When an inbound call was received, they began by collecting the caller’s information and conducting an initial qualification of their needs, which was all automatically uploaded into Salesforce via x-bees.
ACLI Trentine’s recent adoption of Salesforce also played a key role in x‑bees’ success. Since x‑bees was built specifically for Salesforce, it offers inherent integration with the CRM platform, which is essential when working with Salesforce systems. The seamless sync between the CRM and communication platforms made x‑bees the ideal solution for ACLI Trentine, as it eliminated the integration challenges that often arise with third-party communication tools.
Additionally, if a caller required assistance from a fiscal expert, the operator could check the availability of the relevant expert using x-bees’s integrated features such as timetables and presence status. If an expert were available, the call would be transferred immediately for a consultation. However, if no experts were available at the time, the operator would create a ticket in the system, assigning it to a specific fiscal expert for follow‑up.
Enhancing Customer Service and Growth through Integrated Solutions
With Salesforce and x-bees working together, ACLI Trentine has moved from reactive to proactive client engagement.
The organization can now:
- Maintain a complete, centralized view of customer interactions.
- Seamlessly route calls and consultations based on expert availability.
- Capture and follow up on client needs without losing valuable context.
- Lay the groundwork for more targeted marketing and community outreach.
- This integrated approach strengthens ACLI Trentine's ability to deliver personalized, efficient services while positioning it for sustainable growth in a competitive landscape.
The streamlined workflow x-bees offered ensures that all client requests are documented and directed appropriately, minimizing delays and improving service continuity.
Each fiscal expert could also adjust their schedule to reflect their availability, ensuring seamless integration with the dial plan routing system. This setup allowed calls to be directed accurately based on the expert’s real-time availability.
Furthermore, two managers were able to monitor call center operations through dashboards that tracked performance metrics. These tools enabled adjustments to workflows to ensure operational efficiency.