Helping customer care team manage
daily interactions better

Empower customer care teams of a global financial service corporation to manage daily customer interactions smoothly

Enabling Customer Care teams of a Global Financial Service Corporation to serve better

Direction Software implemented Business Central for a multinational financial service corporation located in the Gulf region for its customer care team to manage their credit-card customers efficiently from across the globe. They were using Microsoft’s CRM 2011 version and were looking for a trusted IT partner to upgrade to the on-premise version 9.0 of Microsoft Dynamics 365.

They wanted a unified platform that integrated seamlessly with the other core banking solutions. It will enable its customer service executives to provide a one-call resolution to the end customer.

We used the out of the box feature of SLA that tracks the time taken by each department to take action on the case. It also has an enhanced auto-routing feature for teams/users. The system also could dynamically identify teams having the authority to create, resolve, reactivate the incidents/cases.

It also is tightly integrated with their loyalty software for a single glance view of the customer profile. All customer data is made available to the customer care teams within the Microsoft Dynamics 365 CRM interface.

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