Learn how Dynamics 365 helped Arctic Glacier improve call center productivity
Arctic Glacier improved call center productivity with Dynamics 365
Dynamics 365 helped Arctic Glacier pivot during COVID-19 to streamline their call center increasing productivity and customer service capabilities.
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Arctic Glacier delivers service excellence with its new, cloud-based customer service platform
How do you manage massive ebbs and flows in customers and the requirement for customer support while also working to manufacture and deliver your product to the right place at the right time?
Arctic Glacier is North America’s leading manufacturer and direct-to-store distributor (DSD) of premium quality packaged ice, ice equipment, and related services. Since their beginning in 1996, they have always placed emphasis on product quality, customer service, marketing support, innovation, and sustainability.
Arctic Glacier was considering canceling their Dynamics subscription due to a previous project which was poorly implemented. HSO was engaged to assess and save this challenging implementation by re-solutioning and bringing in ISV Co-Sell solution "Solgari."
Arctic Glacier was running into many issues concerning both their ability to provide exceptional customer service as well as being able to make data-driven decisions while saving on costs. The company wanted to focus on driving more business and ensuring better experiences for all.
"HSO helped us to understand how to provide a higher level of customer service and engagement"
Arctic Glacier's call centre agents were not able to support customers in a timely fashion due to an abundance of software silos, slow speeds of screen refresh, and cumbersome manual reporting. They were also experiencing challenges due to the call centre team controlled by a third party. The number of calls coming in were much too high, causing the company to need a complete digital transformation of their entire customer support process.
Data-Driven Solution
HSO started by replacing the current call centre IVR software with the Microsoft ISV Co-Sell call centre solution "Solgari, in addition to implementing Dynamics 365 Customer Service and Portal.
In the near future, HSO will be redesigning the customer support process and providing an SMS text messaging solution (built on Solgari) to reduce overall calls to the help desk.
With Power BI now being utilized for reporting, this digital transformation call centre solution built on Dynamics 365-CE, will give Arctic Glacier a competitive advantage in their industry.
With the help of their new solutions, Arctic Glacier was able to build a multi-functional CMS process which prioritized order taking and customer support.
Additionally, the Arctic Glacier team emphasized the importance of data metrics and utilizing the information gathered to make smarter decisions to move forward. Using Power BI they began to understand the full customer profile and connect cases across channels.
This utilization gave the senior leadership a viewpoint of the customer and their teams, with the ability to dig further where needed.
HSO uses modern CRM Customer Service tool to address business challenges
HSO and Microsoft are continuing to invest in their customer service platform. We are attracting new customers, recruiting and training new people and embracing new technology, integrating big data and analytics into our Customer Service practice.
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Customer cases on Service, Sales and Marketing