Cluster Reply worked alongside Epson to design and develop a new customer service management solution based on Microsoft Dynamics 365. It was a year-long journey with the central objective of finding the most appropriate solutions to make the agents’ lives easier and deliver a more efficient customer service operation.
The key success factors of the project can be summarised as follows:
- Use of the Interactive Service Hub to streamline agent operations
- Deep integration to get the most information possible from CTI and automated customer identification process, to save time in looking for existing records and customer history
- Robust real time integration with ERP to properly address maintenance requests from customers
- Strong relationship and dedicated communication with stakeholders
No service shut down was required, despite the application being delivered on a working day. Since implementation, the solution has handled thousands of queries via hundreds of agents who have reduced the average time of managing requests substantially.
The new solution provides Epson with a robust tool to better manage and support its customers.