Eczacıbaşı VitrA

Analyzes customer interactions as efficiently as possible with AI, with AloTech.

Eczacıbaşı VitrA x AloTech: The Power of AI-Driven Interaction Analytics in Customer Experience

A leading Turkish brand of ceramic sanitaryware and bathroom solutions, Eczacıbaşı VitrA is known for its innovative approach and global success in design. Aiming to carry the same vision into its customer experience as well as its products, the brand has taken a new step in its digital transformation journey.

Innovation is in Eczacıbaşı VitrA’s DNA. Aiming to make a difference in customer experience as much as in design, the brand brought its customer service operation in line with the needs of the times and began analyzing customer interactions in depth with AloTech’s cloud-based call center platform and CX Insights.
This transition was not just a system change; it was a transformation story that redefined customer experience with data.

What Did We Achieve Together?

A New Era in Eczacıbaşı VitrA Customer Service

VitrA’s customer service operation covers complaint management, after-sales support and service appointment processes. Every call is seen as an opportunity in the customer’s search for a solution.
However, as customer volume grew, it became harder every day to closely monitor response times and service performance.

This is exactly where CX Insights came in.
With AloTech’s AI-powered analytics platform, VitrA began to understand the emotions and themes in customer calls in depth and to manage its operation with measurable data.

CX Insights: A New Depth in Interaction Analytics

For VitrA, CX Insights became not just a reporting tool but an insight engine at the heart of operational decisions.

By analyzing the reasons for “callbacks” in calls, the VitrA team found a critical opportunity to improve service performance.
With the “Custom Keyword” feature, it instantly identified specific issues and quickly took action with the relevant service centers.
Reporting processes that used to take hours from ERP systems are now completed with instant insights in seconds.

“With CX Insights, we can clearly see which regions and which topics repeat calls come from. For us, this means measurable quality.”

— Mehmetcan Sevim, Customer Experience – Solution Center Manager, Eczacıbaşı VitrA

Moving to AloTech: Easy, Fast and Integrated

VitrA’s move to AloTech was a smooth transformation story.
Thanks to strong expertise in SAP integrations, all systems were integrated in a few steps.
What’s more, with AloTech, VitrA now has a much smarter communication infrastructure:

Voice recognition technology detects the customer’s location and instantly sends the nearest service information by SMS.
IVR routing is now more personal: customers with an ongoing fault can be connected directly to the relevant technician.
With SAP C2C integration, calls can be started from the ticket screen with a single click. This agile infrastructure increased customer satisfaction while significantly reducing the operational workload.

Strong Connections in Field Operations

VitrA’s large network of authorized service centers requires high precision in recording and reporting calls.
With AloTech, all call recordings are now stored securely and analyzed.
This way, VitrA can continuously monitor service quality and manage customer satisfaction proactively.

Looking Ahead: Smart, Empathetic and Connected

VitrA sees customer experience not just as a process, but as a form of emotion management in its own right.
Along with the speed and efficiency AI offers, it is developing hybrid models that preserve empathy in the future.

“No matter how advanced LLM models become, preserving empathy in customer experience is very important. At VitrA, we put technology at our center without losing the human touch.”

— Mehmetcan Sevim, Customer Experience – Solution Center Manager, Eczacıbaşı VitrA

VitrA is working on AI-powered smart products and semi-autonomous customer experience systems for the future.
This partnership with AloTech is accelerating the brand’s digital transformation vision.

Trust, Speed and Empathy in Customer Experience

This partnership didn’t just improve customer experience; it redefined it.
Thanks to AloTech’s strong technological infrastructure, at VitrA:

A data-driven decision-making culture was strengthened.
With AI-powered analysis, it gained operational speed.
A measurable increase in customer satisfaction was achieved.

What Advantages Did We Bring to Eczacıbaşı VitrA?

Higher operational efficiency
Routing to the nearest service center became automatic with voice recognition technology.
Call analyses were completed in seconds with CX Insights.
All call recordings began to be stored in a secure environment.
The data-driven decision-making culture grew stronger.
Customers could connect directly to a technician through the IVR.
Operational efficiency and reporting processes became faster.
Operations management on a single screen
Problematic service centers were identified instantly with the Custom Keyword feature.
Cost advantage with a pay-as-you-go model
Easy setup and practical use
Callback rates fell and customer satisfaction rose.
24/7 technical support
The cloud-based structure provided flexible access.
Calls were started with a single click through SAP C2C integration.
Real-time operations monitoring and intervention
Lighter workload for the operations team

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