About customer

Freedom Broker is an investment company with access to securities on exchanges in the USA, Europe, Asia, and CIS countries. It services 725,000 accounts worldwide. It is part of the Freedom Holding Corp. group of companies, which has a presence in 22 countries. The holding's shares are traded on the NASDAQ exchange in the USA. The digital ecosystem of Freedom's subsidiary companies serves 11 million users and continues to grow actively.

Challenges and solutions

Freedom Broker needed to modernize its call center operations to improve service and increase customer satisfaction. Another business requirement was a transition to servicing based on an omnichannel approach within a single solution. Together with the client, the Awara IT team thoroughly studied the customer service process and implemented Microsoft Dynamics 365 Customer Service.

Results

Omnichannel Communications. Microsoft Dynamics has fully automated omnichannel operations: customer satisfaction reports, cross-selling, and seasonal feedback collection campaigns.

Microsoft Copilot for Simple Inquiries. A corporate chat with the Copilot bot simplifies interaction between customers and the support service; it reduces the number of inquiries that do not require call center operator involvement.

Privacy Policies for Compliance. Microsoft Dynamics 365 Customer Service tracks every customer interaction. The solution fully complies with strict internal policies regarding the number of customer contacts.

Effective Marketing Campaigns. Complex marketing campaigns have been launched, utilizing email and push notifications, phone calls, and other channels.

The solution increased customer satisfaction and fully leveraged the capabilities of omnichannel.