IBFD Dynamics 365 Customer Service and Customer Insights Transformation
IBFD Dynamics 365 Customer Service and Customer Insights Transformation
IBFD required a Dynamics 365 environment that could support service excellence, marketing effectiveness and data-driven decision-making across an international organisation.
IBFD required a Dynamics 365 environment that could support service excellence, marketing effectiveness and data-driven decision-making across an international organisation.
Client name
IBFD
Client name
IBFD
Client name
IBFD
Service
Microsoft Dynamics CE
Service
Microsoft Dynamics CE
Service
Microsoft Dynamics CE
Time
March 1, 2023
Time
March 1, 2023
Time
March 1, 2023
Website
https://www.ibfd.org
Website
https://www.ibfd.org
Website
https://www.ibfd.org
Project overview and insights
Project overview and insights
MasonPete advised on and delivered the design and optimisation of Dynamics 365 Customer Service, Sales and Marketing within a dual-write environment integrated with Finance. The focus was on operational processes, data-driven customer engagement and service reliability
MasonPete advised on and delivered the design and optimisation of Dynamics 365 Customer Service, Sales and Marketing within a dual-write environment integrated with Finance. The focus was on operational processes, data-driven customer engagement and service reliability
Unlocking growth with strategies that drive real results
Unlocking growth with strategies that drive real results
Email marketing, event management and customer journeys were implemented and migrated to Customer Insights Journeys, enabling data-driven interactions. Case lifecycle management and unified routing were configured to improve customer interaction and response times.
Email marketing, event management and customer journeys were implemented and migrated to Customer Insights Journeys, enabling data-driven interactions. Case lifecycle management and unified routing were configured to improve customer interaction and response times.
Achieving breakthroughs in project execution
Achieving breakthroughs in project execution
Achieving breakthroughs in project execution
Case management was optimised with SLA and KPI configuration, automated queue assignment and skill-based routing. SLA entitlements were implemented to support compliance and service quality. Knowledge management and self-service portals were introduced to support first-time-right resolutions and reduce support effort.
Case management was optimised with SLA and KPI configuration, automated queue assignment and skill-based routing. SLA entitlements were implemented to support compliance and service quality. Knowledge management and self-service portals were introduced to support first-time-right resolutions and reduce support effort.
Case management was optimised with SLA and KPI configuration, automated queue assignment and skill-based routing. SLA entitlements were implemented to support compliance and service quality. Knowledge management and self-service portals were introduced to support first-time-right resolutions and reduce support effort.
Key Achievement
Key Achievement
A data-driven service and marketing platform that supports consistent customer interaction and scalable service operations.
A data-driven service and marketing platform that supports consistent customer interaction and scalable service operations.
Client Impact
Client Impact
IBFD gained increased operational confidence, improved service performance and enhanced customer engagement through reliable, well-governed Dynamics processes.
IBFD gained increased operational confidence, improved service performance and enhanced customer engagement through reliable, well-governed Dynamics processes.
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