Safilo Group is enhancing its You&Safilo B2B platform with a new live chat function for an improved customer support to opticians. The new feature has been launched in Italy in May and will be progressively implemented in all the other European countries where the platform is used. The move is part of the wider digitization plan of the Italian group that also includes the launch of a new Customer Relations Management system. Both the B2B e-commerce and CRM platforms were developed together with Salesforce on the technical side and WIP ITALIA on the user experience and design aspects, with Accenture as the main partner for the overall project.
Safilo also kicked off a series of three “Safilo Meets You” digital events on June 1, during which the company communicated information on its product portfolio and its sustainability and digitization strategies to Italian opticians. Angelo Trocchia, CEO of the group, and Lukasz Karpinski, country manager for Italy, also replied to the opticians’ questions. The company said it would replicate this digital format in other countries soon.