SHI Cryogenics has reduced product repair turnaround times from two months to two weeks and now shares real-time product data with its customers, providing them with insight into performance issues and service needs. To help achieve this goal, SHI Cryogenics Group turned to Microsoft Dynamics 365 Customer Service. SHI Cryogenics Group wanted to apply the same level of innovation to its service and repair processes to enhance support and value for customers. For more than 300 years, this manufacturer has pushed the boundaries of possibilities to remain at the forefront by deploying leading-edge technology. Microsoft has been a partner to service organizations around the world-helping to quickly align service operations to strengthen business continuity to withstand a changing economic landscape. Microsoft has long pioneered cutting-edge technologies that have led to the development of rich features that empower agents to collaborate and increase productivity, optimize resources, and personalize the customer experience. This is typically built around case management records and processes and extends to emerging approaches such as conversation-based customer engagement.”ĬEC applications are expected to harness and synthesize customer data during their interactions to improve service delivery. The orchestration of customer service processes through a CEC application involves both assisted and self-service experiences within the customer journey. This support is by engaging intelligently-both proactively and reactively-with customers by answering questions, solving problems, and giving advice. “Gartner defines the CRM Customer Engagement Center (or CEC) market as software applications used to provide customer service and support. We believe this placement recognizes Microsoft’s continuous investment and authority across our service solution and Cloud functionality. As a champion in customer services, we’re pleased to announce for the eighth consecutive year, Microsoft was named a Leader in the June 2021 Gartner Magic Quadrant for CRM Customer Engagement Center. That means that organizations need to understand what customers are looking for as expectations continue to rise, and leverage technology in a way that allows them to reimagine what customer service can look like. Service, which is often the face of a brand, plays a key role in what that experience looks like. But one thing that hasn’t changed is our desire for personalized service experiences and quick resolutions when we have issues. The past year has presented enormous changes in both our personal and work lives.
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