The Project

The client wanted to have an omnichannel strategy that allows them to establish relationships with their existing customer base within a secure Microsoft Cloud environment. The CRM system they wanted must cater to the delays between each customer query resulting in customer dissatisfaction. Alongside, they wanted to leverage the AI-enabled sentiment analysis, an inbuilt feature of MS Dynamics for Customer Service for each customer interaction which eventually focuses on dissatisfaction being explicitly expressed.

We tailored a unique Omnichannel Service Automation solution using Microsoft Dynamics 365 for the Customer Service module to manage the incoming support tickets. The Omnichannel CRM solution aim toward streamlining and automating a number of customer service processes through custom workflows. The Microsoft Dynamics CRM for Customer Service enables case routing, ticketing, and customer support calls/emails in an automated manner. The client wanted to have a CRM system that could empower the customer support teams so as to offer customer service that goes beyond the after-sales service as their primary objective remains customer retention. The Omnichannel CRM system also empowers the agents on the other end of the by reducing their workload and embracing self-service agents across and knowledge base.