Success stories
Increased Customer Retention With Dynamics 365
Challenge
One of our clients, a Commercial Bank, recognized the need to improve its IT department’s technical support capabilities, specifically for over 250 offices and an equivalent number of ATMs. The existing help desk software lacked centralized case management, incident management, service requests, service catalog, and change management features.
Solution
We implemented Microsoft Dynamics 365 Customer Service, revolutionizing customer support.
Developed a 360-degree view of every customer interaction.
With streamlined case management processes ensure efficiency and effectiveness.
With advanced analytics, we gained valuable data-driven insights.
The result is a highly customized customer support approach, significantly enhancing satisfaction and retention rates.
Results
Faster Response Times: Average response time reduced from 12 to 5 hours, leading to quicker issue resolution and increased customer satisfaction.
Efficient Case Management: Automation streamlined case assignment and escalation, allowing the support team to focus on personalized support.
Higher Customer Satisfaction: With improved response times and efficient management, customer satisfaction levels rose by 30%.
Deeper Customer Insights: Analytics provided valuable insights into customer behavior, enabling better service customization.
Increased Agent Productivity: Automation and unified customer view boosted agent productivity by 25%.
Business Growth: Enhanced customer service led to 20% higher customer retention and a 15% increase in new customers within six months.
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Parkar Digital is a digital transformation and software engineering company headquartered in Atlanta, USA, and has engineering teams across India, Singapore, Dubai, and Latin America.