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.»

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