Customer Service Automation · IT Operations Automation
AFCA needed to modernize its aging, customized set of systems to unify data and increase efficiency with automation.
Reported impact
Today, invoice creation is 80% faster, daily administrative tasks are reduced by 40%, and the number of emails that require a manual response has dropped by 27%.
AFCA built its Microsoft solution to improve customer-service and conversational-support workflows. AFCA needed to modernize its aging, customized set of systems to unify data and increase efficiency with automation. Key components included Power BI delivered dashboards, apps, or copilots to users, and Dynamics 365 Customer Service delivered dashboards, apps, or copilots to users. Requests and business records enter Dynamics 365 Customer Service, where Dynamics 365 Customer Service assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer. The stack stayed governed and extensible on Microsoft. Today, invoice creation is 80% faster, daily administrative tasks are reduced by 40%, and the number of emails that require a manual response has dropped by 27%.
Requests and business records enter Dynamics 365 Customer Service, where Dynamics 365 Customer Service assists routing, summaries, or responses before the updated information is surfaced back to employees and customers through the Microsoft application layer.
AFCA needed to modernize its aging, customized set of systems to unify data and increase efficiency with automation.
Complainants save two business days on average, and the customer service team has fewer incoming calls for new cases, saving up to 15 minutes per call.
Dynamics 365 Finance and Dynamics 365 Customer Service ushered in a new era of security and scalability with customer satisfaction at the forefront.
Leadership estimates that the improved processes have reduced the time required to create monthly invoices from six hours to just 60 minutes, which is approximately 80% faster.
To improve the customer and employee experience and strengthen the company's security stance while reducing IT costs, AFCA turned to Microsoft Dynamics 365 Finance, Supply Chain Management, and Customer Service.
Today, invoice creation is 80% faster, daily administrative tasks are reduced by 40%, and the number of emails that require a manual response has dropped by 27%.
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Traceability
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