Lexmark makes lasting impressions with Dynamics 365 | Microsoft Customer Stories
This customer story shows how Lexmark uses Dynamics 365 to consolidate platforms, speed up case resolution, and strengthen customer relationships through AI-powered tools and unified data. Read the story for ideas on how your company can build lasting impressions with smarter, connected customer service. Reach out to COR Concepts to talk about how Dynamics 365 can help.
Why did Lexmark switch to Dynamics 365?
Lexmark transitioned to Dynamics 365 to address the complexities and inefficiencies of its legacy systems, which included Salesforce and Siebel. The company sought a unified, cloud-based platform that could enhance customer engagement, streamline sales and service processes, and provide real-time data analysis. This shift aimed to improve customer satisfaction and operational efficiency.
How has customer satisfaction improved?
Since implementing Dynamics 365, Lexmark has seen a measurable improvement in customer satisfaction. For instance, call center productivity increased by 23%, and the average call time was reduced by three minutes. Additionally, the integration of the Experlogix CPQ tool with Dynamics 365 Sales has led to a 43% reduction in quote revisions, further enhancing the customer experience.
What operational efficiencies has Lexmark achieved?
Lexmark has achieved a 50% improvement in productivity within support processes and a 20% increase in customer satisfaction scores since the transition to Dynamics 365. The platform has streamlined service delivery, improved forecasting accuracy, and enhanced visibility into customer interactions, allowing for more effective management of service engagements.
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Lexmark makes lasting impressions with Dynamics 365 | Microsoft Customer Stories
published by COR Concepts
COR Concepts provides Information Governance, Records Management and Enterprise Content Management (ECM) consulting and training services. The company is built on the belief that any Information, Records or Document Management initiative should be designed to extract the maximum business benefit for the organization.
We bring together Compliance, Risk Management and Operational information requirements in a way that delivers benefits to each one of these diverse business units. Our approach is to use an array of industry standards and best practice methodologies to ensure that each implementation will stand the test of time.
We see information governance and records management as an integral part of any Enterprise Content Management implementation and focus on building a solid platform including a records management policy, records management procedures, file plans and a solid change management infrastructure. Building and implementing governance structures is becoming essential for success and we design structures to ensure that all governance aspects are included.
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