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.
- Completed end-to-end business process and systems audit for the customer.
- Initiated prototyping for review, iteration, and testing.
- Developed a central portal for Dynamics 2015 powered by ADX Studio.
- Provided stakeholder training and workshops.
- Completed deployment before time in under 6-Weeks.
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:
- Providing multiple channels to raise requests.
- Enabling simplified navigation and automatic routing of request.
- Providing Mobile-friendly Notification Engine.
- Enabling geo-location tools for generating location-based service requests.
- Enabling photo upload to reduce time to resolution.
