Shorter processing time for customer inquiries thanks to Dynamics 365

Shorter processing time for customer inquiries thanks to introduction of Dynamics 365. Every week, 9’000 customer inquiries can now be processed efficiently and with higher quality.

ifolor is an international online service provider for personalized consumer photo products. Its portfolio includes high-quality photo books, photo canvases, digital photos and various photo gifts. The ifolor brand was founded in 1961 as Photocolor Kreuzlingen AG and is now the market leader in Switzerland with Ifolor AG and in Finland with Ifolor OY. From these locations in Kreuzlingen and Helsinki, ifolor now supplies customers in 15 European countries. ifolor is distinguished by the fact that it has successfully transformed itself from a photo lab to a service provider in the digital photo sector.

Initial Situation

With around 2.5 million customers, ifolor has up to 9’000 customer service requests every week. Delighted customers are ifolor‘s ultimate goal, which is why customer service and its use cases are at the heart of the solution. In addition, the company is under intense competitive pressure from suppliers abroad. For these reasons, efficient and professional processing of customer inquiries is essential for the success of the company.

Solution

At ifolor, Microsoft Dynamics 365 for Service was implemented as a contact center solution in order to systematically record and process customer service inquiries. The entire service area of Dynamics 365 served as the basis. In addition, the contact center employee can easily and quickly access a customer‘s orders and invoices in Dynamics 365 for Finance & Operations from the application. This gives employees a 360° view
of the customer. The solution was also linked to the call center telephony solution to enable the automatic search of contacts in the CRM system. ifolor uses the possibilities of Dynamics 365 not only in Switzerland but also internationally.

weekly customer inquiries
Icon Time
shorter processing of inquiries
Icon Costumer Service
central hub for customer service
ifolor Dynamics 365

Benefits

  • The new solution is the central hub for customer care. By connecting the ERP system and the production planning system (PPS), a contact center solution has been created that provides an all-round view of the customer.
  • The solution has significantly reduced the time it takes to process inquiries. This reduction can increase customer satisfaction.
  • The intuitive operation of the solution has reduced the training time for temporary employees during the peak season.
  • Employee satisfaction is increased by a modern application platform, which also leads to shorter processing times.

Christian Kupferschmid

Head of Group IT / CIO / CISO | ifolor

«The Dynamics 365 solution from isolutions serves us as a central customer hub, which enables us to increase the quality of our customer service and reduce processing times at the same time. Customer satisfaction increases and this leads to a competitive advantage for ifolor.»

More Success Stories

Righetti Partner Group Bagger und Bohrer

Righetti Partner Group

Future-proof and flexible: Cloud Migration and increased Efficiency through IT Outsourcing

Drei Geschäftsleute, die in einem hellen Büro am Laptop arbeiten.

Profond Anlagestiftung

Increased Efficiency through digital Invoicing Processes thanks to AI and Power Platform

Sitzung mit 3 Frauen und einem Mann in einem Büro

LGT

Collaboration with Change Management strengthened: LGT relies on Microsoft 365 and Copilot

Helion isolutions Story

Helion Energy AG

Digital Transformation for Energy Pioneer Helion

Shell Lubricants Öl wird bei einem Auto in die Hube geleert

Shell Lubricants Switzerland AG

Efficient Product Planning in Seconds thanks to new Web Application

SBB Zug von vorne am Zürich Hauptbahnhof

SBB

From Migration to long-term Partner: SBB on the Path to Digitalization with isolutions

Forumlar für den Test von Drogensubstanzen

Stadt Zürich Drogeninformationszentrum

Transformative Efficiency: How DIZ optimizes its Service thanks to Low-Code App

Drei Personen stehen und reden in einem Sitzungszimmer

MLL

Evaluation expertise: How isolutions helped MLL Legal to select an efficient and neutral partner

Mehrere Kühe auf einer grünen Weide

Swissgenetics

Efficient Customer Service and Process Optimization thanks to digital CRM Solution

Zwei Schweizer Seilbahnen fahren den Berg hinauf

Seilbahnen Schweiz

Better accident prevention thanks to new accident database

Bell Food Group

Bell Food Group

The training portal successfully supported the introduction of Microsoft 365

Mann schaut auf das Handy mit der offenen Well Gesundheits-App

Well

The Modern Workplace as an Enabler for Innovation in the Healthcare Industry

Labor Diabetes Center Berne

Diabetes Center Berne

More flexibility in diabetes research thanks to Azure and Workplace as a Service

Junge Studenten sitzend im Schulzimmer am Laptop

edupool.ch

Digital and modern Exam Management: Automation, Flexibility and increased Efficiency

LOWA Wanderung

LOWA

Modern workplace without internal IT specialists

SalutaCoach Applikation

SalutaCoach

Thanks to new application to reduction of numerous additional efforts

Expertsuisse Header

EXPERTsuisse

Support and Project Manager for successful Evaluation Process

Swissgrid Headquarter

Swissgrid

New Contact Center Solution for a Modern Workplace with more Scalability and Flexibility

Lusee isolutions Story

Lusee

Thanks to interactive Conversations increased Sales Opportunities

Fachhochschule Nordwestschweiz Migration Microsoft Teams

Fachhoschule Nordwestschweiz

Lower Licenses Costs with Microsoft Teams Telephony

V-ZUG - Story

V-ZUG

International Business driven by Introduction of Microsoft D365

BOBST Life Program

BOBST Group AG

Employee Experience 2.0 - Leading Innovation BOBST Life Program for 5'000 Employees

Securitas Group Microsoft 365

Securitas

With the Introduction of M365 to the Company Culture Booster

Migros Collaboration Platform

Migros-Genossenschafts-Bund

Digital Identity, M365 Toolkit and better enterprise-wide Communications

Rotpunkt Apotheken - Story

Rotpunkt Apotheken

Increased Efficiency and fewer Excel Lists thanks to Microsoft D365

BFU IT Framework

BFU

New Web Application leads to 80% higher Data Quality

AMAG Gebäude von aussen in Zug

AMAG

Future Workplace with M365 Suite rolled out to 6'500 Employees

Innosuisse IT Plattform Azure Cloud

Innosuisse

Efficiency Increase of the Innovation Promotion Process thanks to individual Solution «Innolink»

KIBAG Digitaler Arbeitsplatz

KIBAG

Successful Introduction of the digital Workplace thanks to User Adoption for 1'200 Employees

Gartenmann Engineering WaaS

Gartenmann Engineering

From successful Cloud Transformation to secure and reliable Operation