Digital Transformation Of Customer Service Using Dynamic 365

In line with its vision to put customers first, El Araby Group, opted for an overhauled customer services ecosystem. We delivered the giant manufacturer a customized customer service platform. In the span of a few months, El Araby made a successful, cost-effective digital transformation of its customer services operations with increased worker productivity, differentiated market presence and amplified customer satisfaction.

The mega manufacturer envisioned a new solution that would automate existing operations, include new processes, connect different stakeholders/departments and integrate with the existing IT environment for one key objective: unforgettable customer experience! After scrutinized scanning of ICT solution providers, El Araby opted for our expertise to build a cost efficient, state-of-the-art Microsoft Dynamics CRM Online solution tailored to its own business needs.

To listen to, understand, respond to and report on the customer’s voice, we created a powerful, integrated system for case management, work orders, service scheduling, routing and dispatching, products and spare parts management, inventory management and reporting. Nearly 980 employees were able to record, categorize and automatically route customer requests for maintenance, inquiries, complaints, follow-up, replacement, repairs, etc.- till fulfilment and effective service delivery within controlled workflows and built-in SLAs. We delivered a multi-edged, full-fledged customer service platform that automates and integrates an ecosystem of operations covering: after sales services, authorized service centres management and field services (technicians and fleet) mobility. We assured El Araby of an open solution that seamlessly works within an environment of complex systems and platforms (such as SAP ERP and others) enabling smooth, unified and consistent data flows and views.