Streamlining the Customer Service
A global company, leader in packaging production of paper, with operation in 23 countries in Europe and 12 countries in America; had the challenge of improving service SLAs to customers, in order to improve quality in various areas and business processes.
In an environment where processes needed to be digital transformation Due to the restrictions caused by Covid-19, this company decided automate your processes customer service.
Challenges in customer service
Among the challenges they faced in providing efficient customer service were: multiple sources of start of requests, manual tracking of requests, lack of traceability, and difficulty in monitoring both requests and the process.
Automation with Power Platform
Our proposal was the process of automating customer service using Microsoft technology. To implement this automation, we documented the process from the perspective of all the areas and people involved, and reengineered the process, aligned with the business rules and objectives of the company.
To standardize the requests and their follow-up, we created applications in Power Apps and mapped the business flow with Power Automate. As a complement to the project, we implemented a dashboard to improve monitoring and decision-making, with Power BI.
Benefits
Now our client has an automated process that allows them to focus their efforts, handle all requests in less time, monitor the entire process, and meet their SLAs; thus achieving:
- Reduce your response times by 35%,
- To respond to 98% of its requests in a timely manner, and
- Having the traceability of 100% of their requests.
- Increase your customers' satisfaction
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