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 due to the need to move beyond their existing IT network, which was nearing the end of its life cycle. They aimed to create a more robust customer service and data analysis system to support their expanding client base.
How did KPMG implement Microsoft Dynamics 365 Customer Service?
KPMG configured and deployed Microsoft Dynamics 365 Customer Service within three months. They worked closely with Microsoft to streamline workflows, automate processes, and integrate the new system into their existing IT infrastructure, allowing them to process an average of 2,000 customer requests monthly.
What benefits has KPMG seen from the new system?
Since implementing the new system, KPMG has gained real-time data analysis capabilities, allowing leadership to identify service improvement opportunities. The streamlined workflows have resulted in a more consistent customer experience, and agents now have immediate access to customer information, enhancing overall service efficiency.
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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