Valenhold is a mobile fleet support company based in Brisbane, Australia. Valenhold is working to improve sustainability and innovation opportunities in the mining industry. Valenhold has been in this business for more than a decade now. It brings end-to-end solutions for their clients, incorporating high-quality OEM (Original Equipment Manufacturer) compatible component ranges and a service exchange fleet on the go for repair and return capabilities. They have sold almost more than 80000 parts across 14 countries globally, from Australia, North America, and South America to Africa.
Challenges of Valenhold
They have several challenges to handle despite being a world-class service provider with an efficient team. When they knew we would be able to solve their problems, they knocked on our doors. Before we tell you more about what we did after listening to them, we need to tell you what their initial challenges were, and with which they approached us.
1. Huge Inflow of Support Request Volume
They had a huge volume of incoming support tickets, and they were unable to manage the burden of it. They struggled to efficiently triage, sort, and allocate these tickets as well as track them, which became almost impossible.
2. Maintaining Ticket Status and Resolution Timelines
They were facing difficulty in managing and monitoring ticket statuses in real-time. They were also supposed to ensure timely resolutions, which they were not able to achieve.
3. Case Lifecycle Management
Tracking cases throughout their entire lifecycle and maintaining comprehensive documentation is what Valenhold was worried about. They wanted to implement tighter TATs for achieving better customer satisfaction but that was very difficult to achieve for them.
4. Access for Historical Case Data
Access to historical case data was difficult due to the cumbersome process in place. Without past data, there was a huge impact on the decision-making process, and that in turn impacted their quality of service.
Why did we choose MS Dynamics 365 Customer Service?
Post understanding their complications, we realized there were solutions with us to completely eliminate their problems. We upgraded their internal customer support system to automate workflows and streamline case management. Using Dynamics 365 Customer Service, we improved their efficiency by centralizing the ticketing system, automating the routing process, tracking cases in real-time, and handling self-service features, thereby resulting in quicker resolutions, improved collaboration, and deriving scalable support through appropriate future growth.
1. Centralizing the ticketing system with Dynamics 365 Customer Service
Implementing MS Dynamics 365 Customer Service could centralize their entire support ticket request glitches. Using it could help create tickets automatically by scraping different communication channels. Organizing them efficiently also was to become easier with the Customer Service solution in place.
2. Automating the routing and assignment process
With its assistance, it was easier to configure case creation and routing rules to direct tickets, thereby channeling them to appropriate departmental queues. It ensured the creation of quicker and more accurate assignments.
3. SLA configuration and notification
Describing SLAs for each case type, setting up automatic reminders, creating alerts for missed SLAs, and notifying customers of case resolutions are what they could target easily.
4. Historical Data Access and Auditing
When auditing capabilities are provided, access to historical data processes becomes streamlined through the use of Dynamics 365 Customer Service. It thereby empowers agents and helps them gather better data insights to improve their decision-making process.
5. Self-Service Features
Through integration with knowledge bases and FAQs, users can allow customers to resolve the most common issues on their own. This self-service process can easily reduce the volume of incoming support requests instantly.
6. Using Collaboration Tools
Implementing internal communication tools for adding notes and mentioning them could improve team collaboration and case resolution efficiency substantially.
7. Better Scalability
Designing a scalable system with Customer Service could help accommodate Valenhold’s growing and evolving business needs.
How Did We Implement Customer Service for Valenhold?
Here is a summarization of the key steps we took to implement Dynamics 365 Customer Service.
- Gathering necessary requirements as always is the primary step.
- Designing and configuring solutions for addressing and automating ticket management, planning case routing, designing and tailoring notifications as per the enterprise’s requirements, and integrating them with SharePoint like tools, scheduling SLAs, and installing self-service features was also undertaken by us as the next step.
- Training supporting teams on the processes for the new system was also planned by us.
- Testing was followed by phased system deployment as planned for their target teams.
- In the post-implementation phase, we scheduled ongoing support, and feedback was gathered for continuous improvement.
What Purposes Did the Customer Service Implementation Help Achieve?
Here’s what got streamlined and the process that fell in place soon after we completed implementing Dynamics 365 Customer Service;
- Automatic Ticket Creation: Tickets were created by siphoning multiple communication channels like emails, phone, and the web.
- Automated Routing of Cases: Tickets were auto routed to the appropriate departments based on the predefined rules.
- SLA Management and Notifications: Automatic alerts and reminders were sent for routing them to various agents and supervisors for their missed or upcoming SLAs, and the entire process was automated.
- Follow-up and escalation: By setting suitable escalation rules, notifications were triggered if cases did not get resolved within the respective SLA timelines.
- Customers received automatic updates whenever their cases got resolved.
What were the net outcomes of the Customer Service Implementation Process?
The customer service implementation process led to the following outcomes:
- Centralization of the ticket management system increases efficiency and coordination, thereby streamlining the operations process.
- The automatic routing process and faster ticket resolutions improved efficiency.
- Timely resolutions of real-time case tracking and SLA management for improving the monitoring process were achieved.
- Assessing lifecycles of cases is now possible through real-time case tracking and SLA management.
- Structured case management for comprehensive documentation can help assess lifecycles.
- The decision-making process improved when suitable access was received for historical data.
- Self-service tools can reduce the incoming support ticket volume, empowering customers.
- System design will support the future scalability growth.
- Security measures for protecting customer data and compliance metrics were also fortified in the process.
