Dynamics 365 Customer Service automates customer service and reporting for a pet foods manufacturer

Challenge

The client managed multiple communication channels for customer service, which added complexity to the flow of interactions. High volume of queries and manual process of case creation increased the time taken and error rates. This affected the quality of reports, insights, and analytics, and hence, decisions.

Solution

Intech integrated all communication channels into a unified system using D365 Customer Service. Real-time insights and AI capabilities of the solution improved the quality of responses and service representative allocation.

Impact

• A unified, integrated system of all communication channels streamlined case allocation and resolution.
• You have better insights, accurate analytics, and detailed reports on your workflows, helping you spot and resolve issues.
• Automated workflows have replaced manual tasks, resulting in reduced redundancy and faster backend operations.
• Better tracking and analysis of customer interactions facilitated data-driven decisions for improving customer service and support.