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Manufacturing Power Platform Success: Outdoor Gear Manufacturer Automates Critical Customer Self-Service Process
A global company went from “zero” customer service to a full-featured, automated customer self-service process
Company profile
With 350 employees, over 4,000 products, and manufacturing facilities around the world, this company produces RV, campsite, ATV, UTV, boat, and tailgating supplies.
Challenge
This company first engaged with HSO for a ground-to-cloud transformation from a highly customized version of Microsoft Dynamics AX that was unable to keep up with high demand and aggressive international and domestic growth goals. They implemented Microsoft Dynamics 365 Finance & Supply Chain Management, Customer Service, Sales, and Customer Insights.
The next issue to be tackled was the company’s nearly non-existent customer service process. Questions and issues - from customers or prospects - were sent to a company email which landed in a mailbox that was rarely checked.
Solution
HSO leveraged Microsoft’s Power Platform to create a robust customer self-service solution with a Copilot Studio chatbot at its core. It was designed to handle everything from general product questions to specific questions from customers about their orders as well as customer support questions and problems.
Results
After seeing the initial work on the Copilot Studio chatbot - which could also serve as an upselling tool - the direction changed from proof of concept to a full-scale implementation. The solution includes features like automatically creating tickets and pulling data from the company’s web pages for product inquiries and Dynamics 365 Finance for order inquiries. Power Platform was used to increase visibility, promote a sense of ownership, elevate the customer/employee experience, and build brand loyalty.
With a unified, cloud-based technology platform including the Self-Service solution and the finance and operations transformation, this manufacturer is now in a position to better meet demand and plan for business growth. They will also have greater efficiency and visibility through integrated systems and processes. This will allow the company to keep pace with change and seize new opportunities as they scale their business internationally.