US-based community church optimizes Customer Support with Dynamics 365 Customer Service
About the client
Our client is a prominent institution serving a diverse community with a mission to the Catholic community through faith, education, and social services [Catholic Church in northern New Jersey]. With approximately 1.3 million Catholics in New Jersey, spread across 212 parishes, 74 primary and secondary Catholic schools, and numerous ministries, they are one of the largest dioceses in the United States.
Business challenges
The previous system the client used created obstacles that hindered their ability to deliver timely and consistent communication. Assigning tasks and tracking internal follow-ups on external communication was cumbersome and led to missed deadlines and unanswered inquiries. Additionally, the lack of progress reporting made it difficult to identify and address potential issues before they escalated, causing frustration for both the client and their external contacts. Valuable historical communication data resided in a separate system, posing a challenge to its integration with current processes and complicating data migration. These manual processes slowed down communication and impeded their ability to ensure responsiveness.
Solution
- Integration with Microsoft Exchange and SharePoint for seamless data flow.
- Configuration of a Correspondence Management Business Process Flow for streamlined workflows and communication consistency.
- Development of dashboards for real-time insights into customer interactions.
- Creation of a custom entity for managing correspondence data.
- Configuration of a mobile app for on-the-go access to customer information for faster response times.
- Data migration of correspondence, contacts, and accounts from their legacy system.
Benefits
By implementing Dynamics 365 Customer Service, client has achieved significant improvements in their customer support operations:
- Automated manual tasks: Repetitive tasks like data entry and status updates are now automated, freeing up staff time for more strategic work.
- Holistic view of operations: Complete view of all customer interactions, allowing them to identify trends and improve communication strategies.
- Actionable insights: Real-time dashboards provide valuable insights into customer support performance, enabling data-driven decision-making.
