Generali Engagement Solutions GmbH, offering one of today’s most innovative digital wellness programs, has partnered with Stonly, the leading knowledge and automation platform for customer service.
“Partnering with Stonly is part of our continuous effort to innovate and elevate our customer’s experience,” said Maurizio Tessarotto, Head of Operations at Generali Engagement Solutions GmbH, the provider of Generali Vitality. “Our new Stonly-powered help center provides interactive guides that simplify complex topics, empowering our customers to quickly find the information they need on their own. This streamlined approach enhances the overall customer journey while enabling our support team to focus on delivering personalized help where it is needed most.”
With Stonly’s capabilities and its integration with Salesforce Service Cloud, we are bridging the gap with our customers more efficiently, ensuring consistently high standards in Customer Care,” Tessarotto added.
The implementation was a collaborative, multi-department effort led by Selina Schiede and Pierluigi Amodeo, Senior Operations Managers at Generali Engagement Solutions, in close partnership with Cristina Tamarit and Javier Angosto from Generali Spain.
The new help center is now live in Spain, with plans to expand to six additional European markets in the coming months.
Simplifying Self-Service for Complex Support Requests
Before the launch of the Stonly help center, the Generali Vitality support team managed numerous inquiries about the program’s features and reward structure.
"Our program has a multitude of features, and customers often require detailed explanations," said Damian Dudek, Generali Vitality Product Manager. “Stonly’s interactive guides break down complex topics into clear, step-by-step instructions, making it easier for customers to find the answers they need.”
Each guide concludes with a contact form, enabling customers to reach out for additional support if needed, ensuring they have the right resources at their fingertips.
Boosting First-Contact Resolutions with Stonly’s Salesforce Integration
Stonly’s seamless integration with Salesforce ensures that inquiries submitted via contact forms are automatically routed to the appropriate support team.
When a customer submits a form, their journey and any contextual information are immediately passed on to Salesforce. Relevant fields are auto-populated and suggested guides are triggered to help agents resolve cases more efficiently.
Agents also benefit from enhanced context, including a summary of the steps customers have tried and any additional details they have chosen to share during the self-service process. This workflow is expected to improve first-contact resolution rates and reduce handling times, leading to higher customer satisfaction.
Looking Ahead: Expanding Self-Service and Proactive Support Across Europe
This launch marks the beginning of Generali Vitality’s commitment to expanding self-service support across Europe.
In parallel, Generali Vitality plans to integrate Stonly’s SDK into its mobile app, providing real-time, contextual assistance precisely when and where it is needed. With Stonly’s proactive support features, customers will have seamless access to help—whether through Generali Vitality’s web or mobile platforms—creating a truly integrated and supportive experience.
About Generali Engagement Solutions and Generali Vitality
Generali Engagement Solutions GmbH is committed to creating preventive and dynamic programs that motivate and reward positive behavior change.
Through its flagship program, Generali Vitality—available in Germany, Austria, France, Spain, Poland, Czechia, and Italy—Generali Engagement Solutions empowers customers to achieve their wellness goals and build long-lasting healthy habits while getting rewarded for their progress along the way.
For more information, visit https://www.generalivitality.com/
