KPMG transforms customer service, unlocks real-time insights using Microsoft Dynamics 365 Customer Service
If you're looking to transform your customer service operations, the KPMG case study with Microsoft Dynamics 365 is a must-read. This customer story details how KPMG was able to enhance its customer service delivery by leveraging real-time insights and streamlining its operational processes. With Dynamics 365, KPMG not only improved their response times but also achieved a more comprehensive view of customer engagements. Read the full story to see how this transformative approach can be applied within your organization. can help you leverage Dynamics 365 to empower your workforce and satisfy customer needs more effectively. Contact us.
What prompted KPMG's digital transformation in customer service?
KPMG's tax practices began a digital transformation in 2023 to reshape customer service as their existing IT network was nearing the end of its life cycle. They aimed to modernize their capabilities and improve customer experience, leading them to configure and deploy Microsoft Dynamics 365 Customer Service within a tight three-month deadline.
How does Microsoft Dynamics 365 Customer Service benefit KPMG?
Microsoft Dynamics 365 Customer Service allows KPMG to process an average of 2,000 customer requests monthly and provides real-time data analysis. This system streamlines workflows, enhances data analytics, and offers a more consistent experience for clients, ultimately improving decision-making and service delivery.
What future enhancements does KPMG plan for their customer service system?
KPMG plans to roll out Microsoft Copilot for Service in the summer of 2024, which will utilize generative AI to summarize customer interactions and reduce administrative burdens. They also aim to expand their suite of self-service tools for clients, continuing to evolve their customer experience capabilities.
KPMG transforms customer service, unlocks real-time insights using Microsoft Dynamics 365 Customer Service
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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