February 24, 2024

Maximizing team productivity and customer experience for a large realty & construction company

Context

Different communication styles across team
Manual processes for ticketing workflows
Reliance on third-party tools for conversation tracking
Manual efforts for capturing customer details

Challenges

Resistance to change among relationship managers
Manual efforts in capturing customer details
Lack of standardized communication practices
Fragmented conversation tracking and intelligence

Solution

AI-driven email assistance
Proactive notifications
Capture and edit customer records from Microsoft 365
AI-generated call reports
Case and conversation summaries
Help pane for agents

Engagement coverage and highlights

Leading real estate developer in India
Using Dynamics 365 Sales and Customer Service from last 2 years
Adoption of Dynamics 365 Copilot across Sales and Customer Service modules

Outcome

> 65%

Successful adoption (Employee engagement survey – FY24 Q3)

30%

Quicker case resolution (As per agent productivity reports)

~25%

Boost in agent confidence (Employee engagement survey – FY24 Q3)

>90%

Attribute data accuracy (Observed during systems audit)

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