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Microsoft Commercial and Professional Services United States

KPMG LLP

Customer Service Automation · Enterprise Knowledge Search · Real-time Analytics

The new system works within KPMG’s existing IT infrastructure to process a monthly average of 2,000 customer requests, and it also provides real-time data analysis to identify opportunities to improve the customer experience.

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KPMG transforms customer service, unlocks real-time insights using Microsoft Dynamics 365 Customer Service
KPMG’s global footprint includes member firms in 143 countries and territories, and it is considered one of the “Big Four” accounting organizations. KPMG firms serve industries ranging from asset management and banking to life sciences and media, and tax and legal services.

Reported impact

Business outcome

KPMG transforms customer service, unlocks real-time insights using Microsoft Dynamics 365 Customer Service

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

KPMG LLP, a Microsoft-focused organization in United States, modernized this customer service automation workload with Dynamics 365 Customer Service, Azure, Power Platform, and Microsoft Copilot. The new system works within KPMG’s existing IT infrastructure to process a monthly average of 2,000 customer requests, and it also provides real-time data analysis to identify opportunities to improve the customer experience. Dynamics 365 Customer Service provides the case management and service workspace used by support teams. Azure provides the scalable cloud foundation hosting the customer’s modernized applications, data, and AI workloads. Power Platform provides the low-code foundation used to scale apps, automation, and governance patterns. KPMG LLP connects approved internal data sources into Microsoft 365 services, grounds responses through Azure, and serves generated answers and drafts back to users through Dynamics 365 Customer Service.

Data flow

KPMG LLP connects approved internal data sources into Microsoft 365 services, grounds responses through Azure, and serves generated answers and drafts back to users through Dynamics 365 Customer Service.

Solution architecture

4 components · 3 layers
  1. Compute
    • Azure provides the scalable cloud foundation hosting the customer’s modernized applications, data, and AI workloads.
  2. Serving
    • Dynamics 365 Customer Service provides the case management and service workspace used by support teams.
    • Microsoft Copilot adds a conversational AI layer that helps staff search, summarize, and generate work products inside Microsoft applications.
  3. Orchestration
    • Power Platform provides the low-code foundation used to scale apps, automation, and governance patterns.

Evidence from the source

KPMG firms provide professional consulting services for clients across the globe, and in 2023, their tax practices began a digital transformation to reshape customer service. Within three months, the tax practices configured and deployed Microsoft Dynamics 365 Customer Service to their teams. The new system works within KPMG’s existing IT infrastructure to process a monthly average of 2,000 customer requests, and it also provides real-time data analysis to identify opportunities to improve the customer experience. KPMG firms continue to work closely with Microsoft to incorporate new capabilities, like generative AI, to offer clients an expanded suite of self-service tools.
KPMG transforms customer service, unlocks real-time insights using Microsoft Dynamics 365 Customer Service
Microsoft Azure
Microsoft Power Platform
The new system works within KPMG’s existing IT infrastructure to process a monthly average of 2,000 customer requests, and it also provides real-time data analysis to identify opportunities to improve the customer experience.
Transparency Evidence & methodology 76/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value76/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth15/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity16/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Microsoft

    KPMG LLP customer story

    First-party
    https://www.microsoft.com/en/customers/story/1784666494344662845-kpmg-llp-dynamics-365-customer-service-professional-services-en-united-states
    Source type
    Vendor-published customer story
    Published
    Jun 27, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Jun 27, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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