Case Study
Customer Success Management: Integration of MDM Neta Open Suite and SAP Billing
A project to optimize the technical assistance service and the relationship with the customer.
Where: international
Challenge
Our partner, a world leader in technologies for the processing of a wide range of materials, needed to activate an omnichannel Customer Service service. The company required agile, automated operations management with data-intensive tasks.
Approach
The platform had to guarantee monitoring of activities, performance and the service itself, in order to improve quality and implement future improvements that would allow a user experience that would understand and anticipate their needs, so as to build customer loyalty.
Solution
The solution we have developed uses Microsoft Dynamics 365 which allows our partner to manage the history of its customers' service requests, so that they do not have to repeat their critical issues and that the agent who follows them already knows where they need support: this guarantees homogeneity both for customers and for our partner company that can, through the data received, create increasingly high-performance models with the support of AI & Advanced Analytics.
The platform we have built allows you to create and track assistance requests in real time, manage contracts, create work orders, organize appointments and monitor the progress of service activities. The system also allows you to improve asset management, generate service reports, and implement service and maintenance plans.
Results
A single escalation and deescalation management model
Integration of all local services worldwide
Performance and workload monitoring
Impacts
