Streamlining Customer Requests

Streamlining Customer Support Case Processing for a UK-based Microsoft Service Provider

Our client is a UK-based Microsoft Communication Services Provider that specializes in offering Skype for Business, Enterprise Voice, Microsoft Exchange, Video Conferencing technology and more, to enterprises that need an integrated system to handle customer service requests and would want to reduce servicing time and cost, while providing a higher inter-system visibility.
  • Date: 2021
  • Client: ITES | MS Communication Service Vendor
  • Category:
  • Address: United Kingdom

What We Did

Our team was tasked with enhancing our client’s customer service by streamlining service access, ensuring accurate and consistent information, and increasing the number of service requests resolved in a single interaction. After conducting internal research and client audits, we developed a solution that involved creating a self-service portal under DTC’s support services, for customers that would provide a single, unified interface to map customer information with service features.

Our Approach

Based on our initial review, our team determined that the portal can be best executed using a design architecture built around Microsoft Dynamics CRM that would offer our client the flexibility to expand the scope of our solution across multiple deployment models, i.e., on-premise, on-cloud, and hosted. 

The automated solution was built to operate in a seamless manner that would initiate customer self-generated request workflow and reduce processing time. Additionally, we built a repository of customer-specific solutions that a customer can review before initiating a request. Once a service request ticket is generated, the customer can track and monitor the progress of the request and take necessary actions in a time-bound manner. 

Additionally, DTC’s solution offered features that significantly improved the customer experience by:

0 %
Cost Reduction.
0 %
Reduction in Customer Queries Number
0 %
Number of First Constant Resolutions increased
> 0 %
Improvement in Customer Retention