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6 Success Stories in CX Transformation

With Microsoft Dynamics 365, organizations can leverage an integrated portfolio of business applications designed to work together to seamlessly transform and modernize customer experience (CX) and engagement.

The portfolio is built on Microsoft Azure, giving customers the ability to use a single cloud platform to securely connect, access and deliver current, accurate and actionable data to and from any location using any device.

This article focuses on several solutions within the Dynamics 365 portfolio that facilitate and accelerate CX transformation in customer environments. The applications include Dynamics 365 Customer Service, Dynamics 365 Field Service and Dynamics 365 Remote Assist.

Individually and in combination, these applications let organizations leverage deep customer insights, deliver customer service from anywhere and optimize the user experience for both employees and customers. 

Because they are built on Azure, Microsoft Dynamics 365 applications enable customers to quickly and easily modernize business-critical capabilities such as security, resiliency, compliance and governance.

Here are examples of six companies using Microsoft Dynamics 365 to transform their customer and employee experience.

Siemens Smart Infrastructure is using Microsoft Dynamics 365 Field Service to give field service reps advance information about every customer’s situation so they arrive fully briefed and correctly equipped. This reduces the number of service calls and the average time of calls. But that’s not the most important benefit for Michael Lützeler, program director of field service at Siemens Smart Infrastructure: “The service business is a people business,” he says. “Putting our people, technicians and coordinators at the center of the system and empowering them is key to ensuring the best service for our customers.” 

BNY Mellon is at the forefront in delivering modern, intelligent, data-driven solutions for the financial services industry, including 93 of the world’s top 100 investment managers. To drive competitive differentiation for itself and its customers, BNY Mellon expanded its relationship with Microsoft to include Dynamics 365 and Azure to create innovative software for clients—including Microsoft itself. “Traditionally, banks were identified as entities that manage cash or investments on behalf of clients,” says Charles Teschner, BNY Mellon’s head of data and analytics solutions. “Data was just a byproduct or necessary evil of this process. Data, in our definition, is an asset class in its own right.”

Mercedes-Benz is using Dynamics 365 Remote Assist and HoloLens 2 to improve service technician efficiency, accelerate problem resolution, and reduce the cost and environmental impact of service-related travel. Service technicians wearing a HoloLens 2 device can look at a Mercedes-Benz vehicle, gesture with their fingers at the engine and immediately see a 3D model of the transmission. With Dynamics 365 Remote Assist, multiple experts from around the world can be on the same call to help fix the problem. “HoloLens 2 has just been a game changer in this business,” says Teri Clemmer, manager of Western U.S. field technical services at Mercedes-Benz USA. “I have always been in the service part of the automobile industry, and this is probably one of the single most important inventions that I’ve seen to bridge the gap between the factories and dealers.”

HP receives more than 600 million contacts regarding technical support each year, and the company strives to make each experience satisfying to the customer. HP created a virtual agent using the Microsoft Dynamics 365 AI solution for customer service. Customers interact informally with the assistant to troubleshoot common issues, and service reps use the Microsoft AI solution for instant access to information related to problem solutions. Customers get a great experience, and HP gains a better understanding of the most frequent problems customers face. “Customer support is a huge factor that leads to loyalty,” says Daniel Martinez, support solutions director at HP. “If we offer customers a good experience, they will keep doing business with HP. The virtual agent gets smarter every time, so our agents will always have the best solution possible. Originally, we dealt with 20% of the problems with digital tools. We are expanding to almost 70% or 80% with artificial intelligence.”

Campari Group has deployed Dynamics 365 Customer Insights and Dynamics 365 Marketing to create a common customer data platform with AI-driven recommendations and real-time customer-led journey orchestration. “By better understanding customer sentiment and engagement, we’re better prepared for each new opportunity, whether that’s launching a new product, entering a new market or building customer loyalty in new ways. That insight and business intelligence is critical for us,” says Chad Niemuth, vice president of global IT for marketing and sales at Campari Group. Security and compliance are also critical: “Because we’re dealing with customer data, security and compliance were very important considerations, and using Dynamics 365 Customer Insights helps us comply with GDPR and protect our customers’ information.”

Ecolab helps its customers address challenges of safety and sustainability in food production, energy consumption, waste management and day-to-day operations at nearly 3 million sites in more than 170 countries. Using Dynamics 365 Remote Assist with HoloLens 2, Ecolab experts can assist customers from anywhere with access to shared intelligence and knowledge. This was especially beneficial when COVID-19 limited customer visits. “In some cases, customers couldn’t allow us to enter their facilities,” says David Goforth, vice president of field sales for Ecolab Food and Beverage North America. “We’ve used Dynamics 365 Remote Assist and HoloLens 2 to keep our touch points with the customers and ensure that they’re still producing safe, high-quality foods and beverages. Even though we’re working remotely, it’s like we’re still on site.” 

As these six success stories show, Microsoft Dynamics 365 allows organizations to create informed, insightful, proactive, automated, secure, innovative and exciting user experiences. The expectations of customers and employees are continuing to evolve and become more demanding. With Microsoft Dynamics 365, you can not only keep pace with customer expectations, but get ahead of the curve and drive innovative and transformative customer experiences. 

Watch this webinar series now to learn how to transform your Customer Experience with Dynamics 365.

For more information, please visit Dynamics.Microsoft.com.