CLIENT
Florida based Fintech firm
The customer needed to enhance customer service operations for loan products servicing across different channels unifying a 360 degree customer experience for customer support and service. Automated communication needed for case progress. Integration with other applications was needed to ensure all application data is seamlessly managed and viewed for customer in a single console.
Improve and automate customer service operations for support agents with automated emails, integrations, sms.
Move from legacy bespoke applications to automated customer service operations with D365. Bring SLA and knowledge management capabilities for better customer case management.
Integrate outlook, Twilio, Azure data storage for communication and files storage. Also customer support portal sync to let seamless cases flow in D365 application.
Sunset legacy application for case management with improved and automated D365.
1Reduce manual tasks for support agents by 80%
2Improve resolution time for cases by 50%
3Reduction in case assignment time due to automated assignments
4Improved customer satisfaction to 95% (from 75%) with SLA, Knowledge and automated communication capabilities