One view of the customer, faster resolution, measurable SLAs
An NBFC lender unified phone, email and chat support on Dynamics 365 Customer Service, cutting average handling time by about 20 percent and putting SLA compliance under automatic control
Dynamic 365
Power Bi
Power Platform
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Region
Asia
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Industry
BFSI
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Company Size
1200-1800
Challenge
Query volume was rising across three channels while the tools behind the contact centre stayed separate. Four problems carried a direct business cost, Three channels, no single view, Agents working across systems, Long resolution times, No consistent SLA tracking
Solution
Omnichannel engagement, Unified agent desktop, Case management, SLA automation, Knowledge base, Power BI analytics
Impact
Case taxonomy and SLA design, Channel integration, Knowledge base seeding, Agent training, Phased go live, email and chat first
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