Shorter processing time for customer inquiries thanks to Dynamics 365
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.
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.
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.
- 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.
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
From Migration to long-term Partner: SBB on the Path to Digitalization with isolutions
Stadt Zürich Drogeninformationszentrum
Transformative Efficiency: How DIZ optimizes its Service thanks to Low-Code App
Evaluation expertise: How isolutions helped MLL Legal to select an efficient and neutral partner
Efficient Customer Service and Process Optimization thanks to digital CRM Solution
Better accident prevention thanks to new accident database
Bell Food Group
The training portal successfully supported the introduction of Microsoft 365
The Modern Workplace as an Enabler for Innovation in the Healthcare Industry
Diabetes Center Berne
More flexibility in diabetes research thanks to Azure and Workplace as a Service
Digital and modern Exam Management: Automation, Flexibility and increased Efficiency
Modern workplace without internal IT specialists
Thanks to new application to reduction of numerous additional efforts
Support and Project Manager for successful Evaluation Process
New Contact Center Solution for a Modern Workplace with more Scalability and Flexibility
Thanks to interactive Conversations increased Sales Opportunities
Lower Licenses Costs with Microsoft Teams Telephony
International Business driven by Introduction of Microsoft D365
BOBST Group AG
Employee Experience 2.0 - Leading Innovation BOBST Life Program for 5'000 Employees
With the Introduction of M365 to the Company Culture Booster
Digital Identity, M365 Toolkit and better enterprise-wide Communications
Increased Efficiency and fewer Excel Lists thanks to Microsoft D365
New Web Application leads to 80% higher Data Quality
Future Workplace with M365 Suite rolled out to 6'500 Employees
Efficiency Increase of the Innovation Promotion Process thanks to individual Solution «Innolink»
Successful Introduction of the digital Workplace thanks to User Adoption for 1'200 Employees
From successful Cloud Transformation to secure and reliable Operation
Increased Security in Operations thanks to Migration to the Cloud and M365
Digitization of Processes for improved Planning and as an Innovation Driver
Despite strong Regulations with Flex-Client to modern Workplace and Innovation Drive
Change Management leads to mutual Understanding and increased Productivity among 25'000 Employees
Improved evaluation of customer data and optimization of personnel planning