• 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 ​

> 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

Context

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

Challenge(s)

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

Solution

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