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Orange contact center enhances customer service



  • DiaSorin is a global leader in developing, producing and distributing immunodiagnostic kits
  • it’s new customer service
    systems enable end users to install
    and use DiaSorin equipment
  • the solution enables new customer service systems
  • a mix of legacy inbound voice providers was unable to deliver global coverage and SLAs
  • they now enjoy Orange Contact Center access in 28 countries
  • customers can now call from any geographic location and call waiting times have been reduced


Instead of struggling with a piecedtogether call-center solution, DiaSorin is using Orange Business Services to provide a global, end-to-end managed service, eliminating the need for multiple inbound voice service providers and plugging the holes in our existing call center coverage.
Ferdinando Peretto, CIO, DiaSorin Group

issues and challenges


DiaSorin is a global leader in developing, producing and distributing immunodiagnostic kits for clinical research labs of pharmaceutical companies, hospitals and private diagnostic labs, pregnancy tests and treating diabetes. From its headquarters in Saluggia, Milan, Italy it operates as a group of 24 companies across Europe, the Americas and Asia, with 1,500 employees in over 60 countries and 80+ independent distributors. DiaSorin is widely regarded as “the” in-vitro diagnostics specialist.

The company is very focused on customer service and had invested in new systems that would enable end users to install and use DiaSorin equipment. In turn this would speed up deployment and reduce the pressure on management in Italy to support local operations.

A state-of-the-art call center was developed to centralize all customer support calls. However, the multiple inbound voice service providers could not provide the global coverage and high service levels DiaSorin required. The company was concerned that customer service expectations were not being met, with potential damage to its brand reputation.


  • Customer experience
global coverage
call waiting times
quality of service
management costs
the objective

enhance customer service through a single, global
inbound voice provider delivering high SLAs to support new customer
service systems

the Orange Business Services solution


  • Orange Contact Center access in 28 countries worldwide and a varietynof access methods: local, toll-free, international toll-free and toll-share
  • centralized call center in Italy
  • fully-managed, secure, global IP infrastructure
  • flexible billing and currency payment arrangements
  • service and project management


the benefits


The Orange Contact Center solution has delivered significant support to the new systems that are a key part of the DiaSorin customer service strategy.

enhanced service

  • ease of use via many access methods
  • reach ability from any geographic location


better management
  • single global provider
  • flexibility in billing and currency payment arrangements
  • less time needed to support local departments

improved performance

  • tools that deliver visibilityand control
  • increased reliability


support for growth

  • Orange call collection from 110 countries
  • global capability



DiaSorin, a global leader in the healthcare industry, recently installed a Contact Center solution with a fully-managed, secure, global IP infrastructure. This case study shows how it delivered more global coverage, reduced call waiting times, improved quality of service and lower management costs.
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