About customer

Our customer is a large financial platform operating in 20 countries across Central Asia and Eastern Europe.

Challenges and solutions

The company needed to modernize its customer service operations through the call centre.

Critical client interactions such as phone calls, chats, and follow-ups were scattered across untracked messengers and an outdated telephony system.

Without an omnichannel approach, the company lacked customer journey visibility and had risks of lower customer satisfaction.  

Results

Omni channel communications. Microsoft Dynamics 365 Customer Service has fully automated structured omni channel operations: client satisfaction reports, cross sales, outbound marketing campaigns and seasonal feedback campaigns. Microsoft solution provides real time communication throughout many channels with the customer in one system

Copilot for the simple requests. Corporate chat with Copilot bot simplifies interaction between end clients and customer service, reducing the number of requests that do not need call centre operators’ support

ToV tracked . Microsoft Dynamics 365 Customer Service collects information from different marketing channels and indicates if customers are overall satisfied with the service. It allows our client to evaluate current service level, make improvements or reward managers for the great work.

Effective marketing campaigns. Complex marketing campaigns sending out email and push workflows, phone calls and other channels.