Customer Service: Enhancing Service and Performance
CASE STUDY
A project aimed at optimizing technical support services and customer relationship management.
Where: international
Challenge
Our partner, a global leader in technologies for processing a wide range of materials, needed to activate an omnichannel Customer Service solution. The company required agile and automated operations management, capable of handling data-intensive activities.
Approach
The platform needed to ensure monitoring of activities, performance, and the service itself, with the goal of improving quality and implementing future enhancements that would enable a user experience capable of understanding and anticipating customer needs—thus fostering customer loyalty.
Solution
The solution we developed leverages Microsoft Dynamics 365, enabling our partner to manage the history of customer support requests. This ensures that customers don’t have to repeat their issues and that the support agent is already aware of where assistance is needed. This consistency benefits both the customers and our partner company, which can use the collected data to build increasingly effective models with the support of AI and Advanced Analytics.
The platform we built allows for real-time creation and tracking of support requests, contract management, work order generation, appointment scheduling, and monitoring of service activity progress. Additionally, the system improves resource management, enables the generation of service reports, and supports the implementation of maintenance and support plans.
Results
A Unified Model for Escalation and De-escalation Management
Integration of All Local Service Operations Worldwide
Performance and Workload Monitoring
Impacts
Project Teams
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