To ease the transition between systems, Moneris opted to start using Microsoft Dynamics 365 for all new support inquiries immediately following implementation, running the old system simultaneously for old tickets. Customer service agents easily migrated all key data to Dynamics 365, integrating more than 1,900 knowledge articles for convenient referencing. Plus, closer inspection indicated that 90% of old tickets were resolved in a week or less, nullifying the need to transfer old tickets to Dynamics 365. In this new system, customer service representatives serve clients more efficiently using customer alerts, case management, field work order creation, approval management, customer notifications, marketing campaigns, surveys, and social listening. Automated prompts give agents an added layer of support and help them to stay on message, acting almost like an extra member of the team.

Moneris customer service reps found that the jump between platforms was easier than expected. Familiarity with Microsoft 365 made Dynamics 365 a natural transition. Agents found the design intuitive and were able to get up to speed quickly. Additionally, the cloud-based solutions provided a deeper level of reliability and more current feature updates that filled some of the gaps left by Moneris’ old legacy system.

The results have been transformative. Reducing the burden on individual representatives has empowered the entire team to increase first call resolution by 5%, ultimately making the most of each moment spent with a customer. Now that customer service agents have the support they need to provide customers with top of the line support, Moneris has shifted its gaze to the future. Moneris plans to integrate their customer service portal into Dynamics 365, a move that would allow customers to access their own tickets. The platform would also extend its reach into the field, improving accessibility on all fronts. By leveraging the power of Dynamics 365 and Office 365, Moneris can now more effectively manage the customer experience from beginning to end while maintaining and fostering positive customer relationships.

Watch the full Moneris video on Microsoft’s Customer Stories site here.

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Hacking takes minutes. On average, it takes a hacker minutes to get in and access your data and it takes security teams more than 140 days to discover it. Timing is critical – it’s important that these breaches are discovered and stopped immediately. With these startling statistics in mind, Windows 10 was created with comprehensive pre-breach and post-breach solutions.  Here are three things you need to know about the key security benefits of Windows 10:

• Next-level protection. With a focus on post-breach challenges, Windows Defender Advanced Threat Protection (ATP) works overtime on every machine to ensure each area is protected.
• Advanced attack detection. Microsoft makes the most of our security analytics and intelligence capabilities to prevent threats from a broad base of sources. We also leverage the Microsoft Security Intelligence Graph for data from your Windows updates and search engine results to identify potential breaches immediately.
• Investigation and response. The portal gives SecOps the tools and capabilities to investigate and respond to potential threats. You can also proactively search your own network for signs of attacks. What does this mean? Tracking attacker actions, getting a detailed footprint across your organization, submitting files for deep analysis and the ability to kill processes, or banning files from your network.

Let’s sum it up! Windows 10 and Windows Defender ATP works to give your organization the best defense and offense when it comes to pre-breaches and post-breaches. Learn more by downloading the ebook now.

Visit www.microsoft.ca/securetransformation to learn more.

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Security: We keep your customer data safe
For decades, Microsoft has leveraged its experience building enterprise software and running some of the world’s largest online services to create a robust set of security technologies. Customers can rest assured that Azure’s infrastructure is resilient to attack because it safeguards user access to the Azure environment and helps keep customer data secure through encrypted communications. In today’s complex, competitive and fast-paced market, businesses need to focus on delivering value to their customers, partners, and shareholders. That’s why Microsoft’s focus is on keeping businesses safe – so businesses can focus on what is important to them. Visit our Trust Center for more on the processes that keep your data safe.

Privacy: You own and control your data
For more than two decades, Microsoft has been a leader in creating robust online solutions that protect the privacy of our customers. Our approach to privacy and data protection is built on that fact that we believe organizations should be in control of their data.  When customers use our cloud services, they are trusting us with their most valuable asset – their data. Our promise to customers is that they will always know how their data is being managed, where it is located, and who can access their data (and on what terms). Here are more resources on how Microsoft ensures the privacy of customer data.

Transparency: You know how your data is stored and accessed, and how we help secure it
We understand that for customers to control their own data, they require visibility into that data – which means they need to know where it is stored and how it is stored. We welcome you to openly review our Azure policy and procedures to help you understand exactly how your data is being managed.

Compliance: We conform to global standards
Finally, but not of least importance, there is our strict adherence to compliance needs. We know that organizations must comply with very specific requirements governing the collection and use of data. Because of this, Microsoft offers the most comprehensive compliance coverage than any other cloud service provider. Have specific needs or questions? Here is more information on Microsoft’s cloud compliance standards.

Microsoft’s principles of trust speak for themselves, but I can honestly say that I am proud to speak on behalf of a cloud that allows so many companies to move faster, achieve more, save money, and be the best they can be at what they do. If you have specific questions about cloud service needs for your organization, I would love to hear them. Join the cloud conversation on Twitter using #Azure.

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We all know how quickly technology changes. Today, 82% of businesses are employing a hybrid cloud strategy. Windows Server 2016 is launching, and with it built-in security, datacentre evolution, and the ability to innovate faster – on premise and in the cloud. In a mobile-first, cloud-first world, hybrid cloud is the future. Our sessions on Microsoft Windows Server 2016 are a fantastic opportunity to learn more about how the cloud can help you and your team transform your business.

We have other great sessions lined up for you this year in Toronto as well, facilitated by leading experts in their fields. These sessions have been designed specifically for IT Decision Makers and their teams:

• Innovate with Modern BI in the enterprise
• Take your management and security strategy to the cloud
• Protect your business and empower your users with cloud Identity and Access Management

Be sure to check out the agenda if you’re interested in learning what other topics will be covered at this year’s conference.

Whether you’re interested in learning more about Microsoft Azure and the hybrid platform, productivity and collaboration, or security in today’s digital world, I invite you to come and discover the exciting ways Microsoft technology can accelerate your company or organization’s digital transformation.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more, and this year’s sessions are built around delivering the knowledge and tools that can help your company or organization do just that – achieve more.

I’ll be attending as a host and introducing our keynote speaker, Takeshi Numoto, CVP of our Cloud and Enterprise business. I hope to see you and your team in October as we continue to learn alongside each other and explore the exciting new technology Microsoft continues to share.

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