Summary:

Automated key sales and customer service workflows in Dynamics 365 Customer Engagement, improving efficiency and customer satisfaction for a UK-based financial services firm.   

Context:

A financial services firm was struggling with manual processes in their sales and customer service teams, leading to delays and inconsistent customer experiences.    

Challenge:

• Complex, multi-step workflows with many handoffs 

• Need for integration with existing systems 

• High compliance and security requirements 

Solutions Delivered:

• Implemented Dynamics 365 Customer Engagement 

• Automated lead routing and follow-up in Sales 

• Created automated case management and escalation in Customer Service  

Outcomes:

• 40% reduction in lead response time 

• 25% improvement in customer satisfaction scores 

• Improved compliance with automated audit trails  

Tech Stack:

• Dynamics 365 Customer Engagement 

• Power Automate 

• Azure Logic Apps 

  
  

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