The Project

We built a custom Omnichannel Service Automation solution using Microsoft Dynamics 365 for Customer Service. The CRM solution streamline and automate various customer service processes through workflows such as case routing, ticketing and customer support calls/emails. The client wanted to have a CRM system in place to offer customer service that goes beyond the after-sales service as their primary objective remains the customer retention. The system must empower the agents on the other end of the line to benefit from the Omnichannel Customer Service automation by reducing their workload and embracing self-service agents across the departments. They were on a lookout for an omnichannel strategy that allows them to establish live relationship with their existing customer base by focusing more on case reporting in a timely manner. At the same time, the CRM system must reduce the delays between each exchange which was causing customer dissatisfaction. Alongside, the client was expecting AI-enabled sentiment analysis for each customer interaction which eventually focuses on dissatisfaction being explicitly expressed.