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Things are looking up when things go down: 15% drop in call handle time, 20% shorter wait time, 18% drop in call abandonment
Jonathan HayesCEO, Integrated Labor SolutionsIt was really important for us to have a partner that had the necessary insight and experience with Dynamics 365 to help us meet our goals — particularly around the new voice channel capability in Dynamics 365 Customer Service. Argano had both the development and consulting expertise we were looking for to enable our omnichannel solution.
1
The Challenge
Serving the needs of working people in the public sector across the United States, Integrated Labor Solutions (ILS) helps unions and associations manage benefits, but the way it was managing relationships with its customers was outmoded.
Communicating with customers is central to ILS’s success, but it struggled in doing so efficiently as its own internal systems — multiple CRM solutions, multiple call center solutions — were not communicating amongst themselves.
This was creating a poor experience for customers and employees alike: long hold times, incomplete or inaccurate data, inconsistent and/or ill-timed customer communications, and an inability for ILS staff to get an accurate picture of each customer’s profile as well as its overall customer service ecosystem.
2
The Solution
ILS chose Argano as its partner and chose Dynamics 365 Customer Service, Power Platform Virtual Agents, and Argano’s Dynamics extension, CX Connect Contact Center, to create a new experience for customers and representatives alike.
The solution would automate many customer service tasks, leveraging chatbots, voice recognition, and Dynamics to create intelligent call routing systems that got customers to the right place more quickly — and with less manual intervention.
Additionally, with CX Connect, ILS could more easily meet its customers where they were and how they prefer: chat, SMS, telephony, social media, and most any other communication channel, routing all information to a central repository where it could be more easily accessed, analyzed, and acted on.
3
The Results
The results ILS enjoyed were immediate and tangible:
- Call abandonment rates dropped 18% in just the first three weeks
- Customer wait/hold times plummeted by 20%
- Call handling times dropped by 15%
ILS is just getting started. Next up, the company plans to launch both Dynamics 365 Marketing to create more personalized and rewarding customer journeys and Dynamics 365 Sales to drive more revenue more quickly.