Problem Statement

To effectively capture and manage customer incidents in a central location along with Incident routing and SLA, Management to provide Customer Delight and Customer Feedback collection.

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Key Challenges 

  • High volume of tickets without root cause analysis 
  • Poor response to customer and long wait incidents
  • Lack of internal ownership & Customer Feedback analysis

Key Highlights   

  • Configured and customized the D365 Customer Service App with enhanced the SLA management with robust routing mechanism along with customer management and Product Management
  • Comprehensive integration between Voice of Customer and Incident Management
  • Successfully migrated the existing Customer, Product and Incidents data onto the Dynamics 365 platform (Cloud) 
  • 10M Records Data Migration using D365 Data Migration tools
  • Effective Routing Algorithm (Based on Product like CASA, Cards etc, Customer location and user

Key Benefits  

  • 360-degree collaboration with customer with 50% increase in CSAT scores and 60% Improvement in Turn Around Time for incidents resolution.
  • Effectively capturing the customer feedback & Improved customer Service  and Configurable SLA’s 

About Us

Amossys Consulting Services (ACS) is a leading Information Technology solution and service provider company, head quartered in Silicon Valley city of India, Bangalore. ACS founding practice has been on banking and financial industry and now we have expanded our services to ServiceNow, Microsoft, HRMS, Automation & IOTs and we do provide specific technology experts to our partners and customers on a need basis.

Our Contacts

India HQ Address #30, 2nd Floor, Raghuvanhalli, Kanakpura Main Road, Bengaluru, Karnataka 560062

Africa Address Amossys Consulting Services Nigeria Ltd. 8A Opp Ikoyi Baptist Church, Lateef Jakanda Avenue, Ikoyi, Lagos Nigeria

Europe Address B.V Busplein 3638, 1315 KV Almere Amsterdam, Netherlands

Amossys Digital Address 5th Floor, Building – 3, Bhalubasa Agrico, Jamshedpur, India

+91 7845795787