Case Study
Customer Service: improving service and performance
We optimized the technical support services and the relationship with the customer.
Where: international
Where: international
Challenge
Our partner, a technological world leader in processing a wide variety of materials, needed to activate an omnichannel Customer Service.
The company, in fact, requested a quick and automated operation management, with a data-intensive activity.
Approach
The platform had to allow monitoring of activities, performance and the service itself, in order to improve quality and implement future improvements that would allow a user experience able to understand and predict the consumer's needs and to build customer loyalty.
Solution
The solution we developed uses Microsoft Dynamics 365 that allows our partner to manage historic support requests of its customers in a homogenous way, to avoid repeating mistakes and to ensure that the agent understands where support is needed. This ensures consistency for both the customer and the company, which can use the data received to create increasingly high-performance models with the support of AI & Advanced Analytics.
The platform we built allows to create and track requests for assistance in real time, manage service contracts, create work orders, organize appointments, monitor the progress of service activities. The system also makes it possible to improve resource management, generate service reports and implement service and maintenance plans.
Results
A single escalation and deescalation management model
Integration of all local services in the world
Monitoring performance and workloads
Impacts
Technologies
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