- Digital Technologies
- Digital Operations
- Digital Experiences
- ABOUT US
The client is a leading international healthcare company headquartered in the UK, serving over 38 million customers across the world. They also provide health provision services and operate clinics, dental centers and hospitals in many other countries markets.
The client was using multiple systems to deal with a single customer for multiple product offerings which caused limitations like there is no single view of the customer from which data can be accessed.
This system consumed the time of the contact centre agents as they had to navigate through multiple systems and then verify customer's associated data.
Configured Unified Service Desk (USD) for Dynamics 365 from where a Contact centre agent can navigate and see a single view of customer profile and their associated offering records.
With the new solution implemented agents took advantage of features such as “single pane of glass” experience, click-to-dial, screen pop, automated call logging, and screen transfer without leaving the CRM, resulting in an increase in efficiency and personalized service to the customers. This helped the contact centre agents to assist the customers without leaving the CRM application.
Of all customer data
In customer support efficiency
In calls to customer support
And data validation
Just fill this form to download the case study.
Datamatics is a Digital Technologies, Operations, and Experiences company that enables enterprises to go Deep in Digital to boost their productivity, customer experience and competitive advantage.