Redefining Customer Engagement with Microsoft Dynamics CRM

A public sector client grappling with fragmented systems and siloed data faced significant operational inefficiencies, including slow service delivery and dissatisfied employees and customers. Intertec’s implementation of Dynamics CRM bridged these gaps by seamlessly integrating multiple applications, streamlining workflows, and providing real-time visibility. This empowered customer service teams, reduced response times, and boosted employee productivity. As a result, the client achieved measurable improvements in service delivery and overall operational performance, creating a more cohesive and efficient customer experience.

Business Problem

The client faced significant challenges due to a lack of integration between their multiple systems, which led to delays in service delivery and inefficient operations. The absence of a unified data source created visibility gaps, making it difficult to track customer interactions effectively. This fragmented approach resulted in employee dissatisfaction, as teams struggled with manual processes and disjointed workflows. Additionally, customers experienced slower response times and inconsistent service, further impacting overall satisfaction and the company’s reputation.

How Intertec Helped

Intertec deployed a comprehensive Dynamics CRM solution that streamlined customer service and marketing efforts, integrated multiple data sources, and enhanced overall visibility and productivity. The solution inclueded the following key components:

  • Implemented Dynamics CRM for Customer Service to enhance ticket management and service delivery.
  • Introduced Dynamics CRM Marketing Module to improve customer engagement and communications.
  • Integrated Customer Voice for real-time customer feedback via surveys.
  • Integrated with DCAA websites and applications for seamless data exchange.

Business Outcomes Delivered

The solution significantly improved service delivery and operational efficiency.

  • Achieved 93% first contact resolution for customer tickets.
  • Logged 600+ successful tickets in the new Case Management module in the first week.
  • Ensured seamless integration of data from diverse sources.
  • Delivered an omnichannel experience for both customers and employees.
  • Improved employee productivity with streamlined processes.

Industry

Public Sector

Company Size

500 employees (approx.)

Related Offerings

Cybersecurity

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