Omnichannel Customer Service – Medical Device Support Center
The Challenge:
A medical device manufacturer’s support center handling 15K monthly inquiries across phone, email, and chat had no unified agent desktop, resulting in average handle time of 18 minutes and customer frustration from repeated information. Agent utilization was 58%, knowledge was scattered across systems, and first-call resolution was only 64%.
The Solution:
Deployed Dynamics 365 Customer Service with omnichannel routing and unified agent workspace. Azure AI-powered chatbot via Copilot Studio handled Tier 0 inquiries (device setup, basic troubleshooting). Power Automate escalated complex cases with full context transfer. Fabric consolidated knowledge articles, device manuals, and service history. Power BI tracked FCR, handle time, CSAT, and channel effectiveness with real-time dashboards.
Result:
Average handle time reduced from 18 minutes to 11 minutes, first-call resolution improved from 64% to 83%, and agent utilization increased to 78% through intelligent routing. Chatbot deflected 32% of inquiries saving 4,800 agent hours monthly, and CSAT improved from 76% to 91%. Cost per contact reduced by 38%.