Case Study

From Frustration to Transformation: How a Major Wholesale Distributor Revolutionized Customer Engagement and Cut Call Times With Dynamics 365

SUMMARY/OVERVIEW

Uniting Scattered Customer Data Into One System

Explore how BDO helped a national wholesale distributor unify its fragmented customer data and improve its operational inefficiencies. The business had been storing critical customer service information across multiple disconnected applications, creating obstacles for company representatives and leading to extended customer wait times. This resulted in additional work for customer service agents and decreased loyalty among their clients.

The distributor turned to our team for assistance in implementing the Contact Center component of Dynamics 365 Customer Engagement. The new platform enabled them to consolidate customer data in a single location, improving service efficiency, reducing operational overhead costs, and increasing retention rates.

Key Takeaways

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78% reduction in customer service call times, with the average call going from nine minutes to two.

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Improved customer satisfaction and retention through better service experiences, stemming from a reduction in errors in orders and invoices.

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Unified customer service information into a single platform, lowering IT maintenance costs while streamlining overall customer experience. 

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The Challenge

Trouble With Legacy Technology 

The client had managed its customer relations through several disparate, customized systems that had become outdated. Rather than operating in a single, unified platform, employees instead needed to retrieve essential customer data from various platforms to track orders, manage inventory, and view account details. 

This subsequently created other challenges, including billing errors, delays in resolving customer issues, extended call waiting times, and frequent IT updates to keep the antiquated platforms operating. 

Recognizing the impact to customer loyalty these problems had caused, the business needed a new cloud-based solution that could bring their customer information togethering in a single platform so they could offer a better experience to both their employees and customers. 

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The Approach

The Advantage of Dynamics 365 Customer Engagement 

Based on the client’s needs and challenges with legacy systems, we recommended a platform change to Microsoft Dynamics 365 Customer Engagement. This would allow them to consolidate siloed customer data into one location, providing service representatives with access to key information without the burdensome task of retrieving it from multiple sources.  

Dynamics 365 Customer Engagement also includes automated task management functions, helping employees to track and resolve customer issues without needing to perform each follow-up step manually. This saved the company time while also accelerating the resolution process. The new platform also provided enhanced analytics and reporting on consumer trends, providing up-to-date data points for more accurate decision-making and service improvements. 

How BDO Helped Implement a Powerful Microsoft Solution 

  1. Our team of knowledgeable Microsoft professionals helped the client with its digital transformation, starting with the implementation of Dynamics 365 Customer Engagement. After identifying the different customer service team members’ and sales representatives’ needs, we deployed customized modules within the platform specifically tailored for them. 

  2. We then enacted real-time data access that allowed for multiple customer interactions to take place at once while preserving the important context of each ongoing case. One of the key ways we facilitated this was through Contact Center’s ability to pull all of an individual customer’s information into a single location, integrated email, chat, and phone conversations. This placed important customer details in front of service representatives without requiring the extra labor of retrieving that information from multiple systems. 

  3. To further enhance customer engagement results, our team integrated mobile solutions to deliver order tracking and support capabilities to all team members working in the field. All of this took place with the client’s strategic business goals in mind, with our advisors helping the systems transition process occur in a way that reduced disruptions to normal operations. 

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The Results

Delivering Improvements With Microsoft Solutions 

  • Enhanced Customer Loyalty 

    The business saw significant improvements to key areas once the new Customer Engagement platform was live. Their call center efficiency experienced a 78% improvement, with the average customer service call going from nine minutes down to two. More accurate billing and faster resolution times also led to an increase in customer loyalty. 

  • Reduced IT Maintenance 

    Along with improved customer satisfaction, there was also a reduction in IT maintenance costs. With multiple legacy systems now behind them, the client’s IT teams now only had a single customer engagement platform to manage. 

  • More Targeted Marketing Efforts 

    With Dynamics 365’s CRM tools, the distributor’s sales also increased by nearly 3% in targeted campaigns, with the ability to customize content for individual customers offering more targeted outreach options. 

    The digital transformation has provided the distributor’s internal teams with greater efficiency, allowing them to spend more time focusing on high-value tasks. This has resulted in significant improvements to both employee and customer satisfaction, positioning the company to achieve its long-term strategic ambitions. 

Over the course of our long-standing work with the client, we have seen firsthand how a well-executed Dynamics 365 CRM implementation can transform customer service operations. Our client experienced a significant increase in customer service call resolution rates and a measurable rise in customer loyalty. This success is a testament to the collaborative relationship we’ve built, our focus on process improvement, and our commitment to delivering sustainable business outcomes. We are proud to be a trusted advisor and look forward to continuing to support our client’s growth and success.
Tom Patterson
Practice Leader — Enterprise Business Applications

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