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Sandvik Coromant delivers ultimate customer service with Dynamics 365
Sandvik Coromant's journey with Dynamics 365 started in 2016, when it piloted Dynamics 365 Sales in the United States. As its customer base expanded and diversified, the Sandvik team realized that to access the required deep knowledge of customer history they could no longer rely on multiple applications to manage daily business functions. Read Sandvik's story to learn why Sanika Bhagwat: Customer Interactions Process & Technology Manager said, "Dynamics 365 Customer Service is the thread that weaves [together] seamless experiences...enabling automation and AI possibilities for business growth and ultimate customer satisfaction." Ready to help your customers become more productive, profitable and energy efficient? can help you get started with Dynamics 365 Customer Service.
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Sandvik Coromant is part of the global industrial engineering group Sandvik and specializes in manufacturing tools and machining solutions for the metalworking industry. Founded in 1942 in Sandviken, Sweden, the company focuses on enhancing productivity, profitability, and sustainability across various manufacturing sectors.
How has Dynamics 365 improved customer service?
Since implementing Dynamics 365, Sandvik Coromant has transformed its customer service operations by consolidating support systems and creating a central global contact center. This has allowed agents to manage thousands of customer interactions daily more efficiently, leading to a 27% decrease in wait times and a 14% reduction in abandon rates.
What are the future plans for Sandvik Coromant?
Looking ahead, Sandvik Coromant plans to complete its global rollout of Dynamics 365 by the end of 2024, which aims to further enhance service excellence. The company is also exploring the use of AI, chatbots, and other technologies to improve customer self-service options and support agents in their tasks.
Sandvik Coromant delivers ultimate customer service with Dynamics 365
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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