Summary
Sonata Software helped the client streamline end-to-end Customer and IT Service processes using Microsoft Dynamics 365 Customer Service. By leveraging out-of-the-box Microsoft capabilities and targeted customizations, Sonata enabled efficient ticket handling, improved turnaround time, and enhanced visibility into service performance for business leadership.
Customer overview
An independent benefits solutions firm that specializes in customized employee benefit communication, enrollment, and HR support services.
Headquarters
Connecticut
Employees
100+
Pressure points
The client was operating with an existing D365 CE system for sales and services processes but lacked an integrated approach to managing the complete customer and IT service lifecycle. The organization needed to streamline operations from initial customer contact through to final issue resolution while providing leadership with clear visibility into service performance and operational metrics through actionable data insights.
Solutions highlights
Sonata Software implemented Microsoft 365 customer service, leveraging the platform's out-of-the-box functionalities while building on Microsoft standards.
Built custom fields on lead and opportunity to capture more information improving in operational efficiency and analytics
Built custom process on customer and IT Service areas to handled external and internal tickets effectively
Enable Dynamics 365 App for Outlook for better email tracking and communication with customer
Results that speak volumes
Streamlined customer service processes with increased operational efficiency
Enhanced visibility into day-to-day service activities across the organization
Improved ticket management with robust time tracking and escalation capabilities
Greater reduction in turnaround time for issue resolution
Higher customer satisfaction scores
Comprehensive performance visibility through custom reports and dashboards
