The Customer is a US-based group of companies present in a variety of industries including luxury retail, hospitality, and ecommerce. An utmost experience and a tailor-made approach to clients are the cornerstones of the Customer’s business philosophy.
The Customer approached Ivotiontech for a comprehensive solution encompassing efficient customer and operations management.
The Customer used to rely solely on the professionalism and communicative skills of their team to maintain excellent customer service at each company separately. However, they matured to enter the next level of a highly personalized approach to clients within their whole ecosystem.
Along with improving the quality of client communication, the Customer sought to automate some daily activities such as case management and operations tracking.
To meet all the business needs, Ivotiontech proposed Microsoft Dynamics CRM implementation. The project team focused on two key tasks – to customize the platform in line with all the Customer’s requirements and solve the challenge of centralizing data from multiple sources.
Striving to make the customer service personalized for clients, convenient for the staff, and transparent for managers, ScienceSoft came up with the following functionality:
Operations management benefits included:
With the CRM, the Customer brings their companies under one umbrella. Having their client data centralized and daily processes automated, the Customer upgrades client service within their whole business to a new quality level – team members serve repeat clients and cross-sell more effectively while the risk of human negligence regarding client service is minimized. Business managers get real-time analytics concerning customer management activities and are always up-to-date with current cases, goals, and scheduled activities of their team.