- 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 ​
- Manual processes for ticketing workflows ​
- Reliance on third-party tools for conversation tracking ​
- Manual efforts for capturing customer details ​
Challenge(s)
- Resistance to change among relationship managers ​
- Manual efforts in capturing customer details ​
- Lack of standardized communication practices ​
- Fragmented conversation tracking and intelligence ​
Solution
- AI-driven email assistance​
- Proactive notifications ​
- Capture and edit customer records from Microsoft 365 ​
- AI-generated call reports​
- Case and conversation summaries ​
- Help pane for agents ​