Ensuring Customer Satisfaction-Illy

Ensuring Customer Satisfaction-Illy

06 October1 min read

Looking to increase customer satisfaction, boost sales, and simplify contact management.


Creating an automatic reporting module managing all the critical information necessary to make the right decisions.

User Group

Oracle Service Cloud customers.

About Illy

The story begins in Trieste, Italy, the Adriatic port town where coffee first entered Europe and it was in 1933, that company founder Francesco Illy developed the modern espresso machine. The story is still being written today by the President and CEO of Illy who goes by the name of Andrea and represents the third generation of the Illy family. 

It is quite popular in 140 countries with a signature blend – a rich symphony of nine pure, sustainably grown Arabica beans from four continents. It adds everyday delight to the millions of coffee lovers at home, fine hotels, restaurants, cafes, and at work. 

Project information

We are proud that Illy has chosen We Square as their partner (in combination with Alfa Sistemi) to assist them in implementing Oracle Service Cloud in their customer contact center. 

The aim of this project is to increase customer satisfaction, boost sales, and simplify contact management by: 

  • Offering multichannel support
  • Providing easy access to all necessary information available
  • Increased FTR
  • Creating a knowledge base (FAQs)
  • Creating an automatic reporting module that provides management with all the critical information to make the right decisions
  • Improving analytics
  • Integrating OSC with JDEdwards and CTI
  • Developing marketing campaigns


  • .Net/C#
  • Javascript
  • jQuery
  • JSON Webservices
  • MySQL
  • OSC
  • PHP
  • UI