Rome, February-June 2016. Q360 created and provided an innovative and formative intervention for the Commercial Department “Cards” of the Italian leading company of Energy industry. The objective was to train again all the actors responsible for the organization about the processes, instruments and behaviors. Participants role-played in class the whole organizational “values-chain” through interactive formative sessions with the real internal representatives: Contact Center, CRM, Department heads, Interface for First Enrollments and Entrustment. Through the combination of moments of practical and behavioral training, Q360 has created new “communication programs”, both internal and external, which made it possible to improve the “performance” in the process.