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In today’s fast-paced business world, customer support is more important than ever. However, repetitive activities can take up valuable time and resources, leaving us little to focus on high-priority work.That’s where Microsoft Dynamics 365 and some strong doses of automation come in.
By using our first-party technology, we’re revolutionizing customer support within our Finance organization by automating repetitive work, allowing our customer service agents to focus on more important tasks.
“Digital transformation of Finance is a top priority for Microsoft,” says Vidya Sagar Mandapaka, a senior technical program manager on our Commerce Financial Services team. “Today we want to show you a good example of how we’re using our own technology to fuel that transformation.”
Up to now, our agents have had to hop on several different tools to gather data before they could respond to a customer inquiry about how much they might owe us for an outstanding bill. Around 40 percent of our agents’ time was spent on non-support activities.
Moving forward, all such repetitive customer inquiries will be handled automatically. No more manual preparation or delays. By using Microsoft Dynamics 365 to integrate with ERP systems like SAP, we’re improving both our internal and external stakeholders’ experiences.
“This automation not only improves our agent’s experience but also boosts overall productivity,” Vidya Sagar Mandapaka says. “We’re using technology to improve the customer experience and make our agents’ jobs easier. It’s a win-win for everyone involved.”
Click through to watch our demo to see how we’re doing this.
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