Camerfirma – eIDAS Qualified Certification Authority and part of the InfoCert Group – was recently mentioned by computing.es (leading multichannel ICT magazine in Spain) for its effective management of digital certificate issuing during the Covid-19 emergency.
The state of alarm decreed on March 14 has prevented people in Spain from going to authorised centres where they can prove their identity in order to obtain an electronic certificate. In this situation, Camerfirma was one of the main suppliers qualified by the Ministry of Economy and Digital Transformation to issue these electronic certificates through a remote video identification process.
This has caused an exponential increase in users’ requests for their certificates and, therefore, the need to implement a solution that could absorb online demand from chat channels, telephone and customer portal in a centralized and homogeneous way.
That is why Camerfirma opted for the implementation of Optima Solutions‘ Freshdesk technology which, as Preferred Solutions Partner in Spain, has implemented a customized project to get the best performance from the omnichannel solution.
The benefits generated for Camerfirma and its customers are:
- ability to respond to increased demand with 120% growth in web sales;
- increased productivity of operator teams;
- reduce the number of calls thanks to the self-service portal;
- global visibility of the ticket lifecycle for the operator on any channel;
- management of priority customers through multiple SLAs per query type;
- improved response times.
In addition, both operator and customer experience has been improved with a more friendly and intuitive interface solution.