Case Study
Digital Service Platform
A DSP project, based on Microsoft Dynamics technology, to provide an innovative customer service model.
Where: italy
Where: italy
Challenge
Our customer, a world-leading manufacturer of printing and converting machines, has launched a transformation process to implement a new customer management paradigm.
Approach
Implementation of a new service model and development of a new digital platform capable of expanding and improving the range of services offered to customers to complement the product, innovating customer relations and, at the same time, simplifying, streamlining and making Customer Service activities more effective. The components identified for the transformation process: Customer Portal, Customer Care System, CRM Sales & Marketing, Field & Remote Field Assistance, E-Commerce, Knowledge Management.
Digital Ecosystem
Solution
Digital Ecosystem
The project selected the Microsoft Dynamics suite as the technological solution - desktop and mobile - to cover the customer's needs, through the adoption of the Customer Service, Field Service, Sales and Marketing modules, as well as the use of Microsoft Power Apps for the design of the Customer Portal.
The Service module was integrated with the CTI TalkDesk platform, while to support the Remote Field Assistance technicians, Engineering provided RealWear smartglasses. Finally, the SAP Commerce Cloud solution was chosen for the E-Commerce component.
Results
Streamlined and efficient processes
Simplified resource planning
Effective and customized management of customer communication
Impacts
Technologies
AI & Data
![]()
The power of big data leads services, products and processes to a higher level of "intelligence".
To know more
Recommended for you
Explore additional content associated with the topic
