​In this episode,we explore how a leading international healthcare company headquartered in the UK collaborated with Datamatics to enhance their customer support efficiency by 25% using Microsoft Dynamics 365. The client faced challenges due to multiple systems managing various product offerings, resulting in operational silos and a lack of a unified customer view. This fragmentation led to increased response times and impacted service quality.

Datamatics addressed these issues by implementing the Unified Service Desk (USD) within Microsoft Dynamics 365, creating a single, unified interface that provided contact center agents with a comprehensive view of customer profiles and associated service records. Key features such as click-to-dial, screen pop-ups, automated call logging, and seamless screen transfers enabled agents to manage interactions efficiently without leaving the CRM environment. This solution resulted in a 25% increase in customer support efficiency, a 35% reduction in calls to customer support, and improved data collection and validation. Discover the strategies and technologies that facilitated this transformation, leading to enhanced operational efficiency and customer satisfaction in the healthcare industry

https://www.datamatics.com/resources/case-studies/a-leading-healthcare-company-in-the-uk-enhanced-their-customer-support-efficiency-by-25-with-microsoft-dynamics-365