“Zero Code” Customer Service in Microsoft Dynamics 365
,allowExpansion)
SCENARIO
Challenges in customer management
The customers of Messaggerie Libri currently consist of over 5000 sales points managed through 20 promotional networks across the national territory, and represent the most important entity to manage.
The business of Messaggerie Libri, in fact, does not end with the distribution of goods to its customers, but continues until the moment the goods are sold by the customer to the end customer.
This puts Messaggerie Libri in a position where having a particular propensity for resolving customer issues is essential.
The implementation of Microsoft Dynamics 365 has therefore introduced a support tool in ticket management, resolving issues such as: priority logic, progress, classification, sending notifications to customers, excessive rigidity, high manual operation, and lack of timely reporting.
Main goals
solution
Facing the challenge
In order to achieve the business objectives set by Messaggerie Libri, a solution for global restructuring of customer support with Zero Code methods. Specifically, it was decided to use the standard features provided by Microsoft Dynamics 365, configured and customized as needed, in order to cover all the needs of Messaggerie Libri. A solution was then developed in close contact with the support operators to design an internal management process for reports that would reduce manual operations of little added value, allowing CRM users to focus on all those activities that bring, both directly and indirectly, value to the company. All of this, constantly thinking about the customer and the service received, in order to keep them as aligned and engaged as possible throughout the entire problem management phase.
At the end of the project, and after a period of direct support to users, Microsoft Dynamics 365 allowed the phase-out of previous systems and provided Messaggerie Libri with a more suitable tool for its needs. The tool is currently used without issues in the entire management of reports and has allowed the management of several tens of thousands of tickets in recent months. This has enabled a significant collection of information for Messaggerie Libri regarding its processes and its business. In the subsequent developments of functionalities, Microsoft Dynamics 365 will also be increasingly integrated with the Messaggerie Libri web portal, in order to allow its customers to open a report directly from the portal, immediately collecting all the necessary information for processing by support without the need for further email exchanges to identify the problem.
Main features implemented
Book Messengers
Messaggerie Libri is a company that has been operating in the book distribution market for over 100 years and represents, with more than 200,000 titles handled, the most important independent distributor of editorial products in Italy. The company, founded in the early 1900s, currently boasts relationships with about 600 publishers in the Italian landscape and neighboring countries, and sees the delivery of nearly 50 million copies to its clients; who today consist of about 5,000 sales points managed through 20 promotional networks across the national territory. The business, evolved in parallel with the growth of the company, now involves the entire distribution chain and includes the buying and selling, trade, distribution, import, and export of editorial products, plus a range of ancillary services. The business of MeLi, in fact, does not conclude with the distribution of goods to its clients, but continues until the goods are sold by the client.