Microsoft announced that Digicel Group Limited, a leading mobile operator across 32 markets in the Caribbean, Central America and the Pacific, has integrated its Microsoft Dynamics CRM Solution to develop a customized integrated information system that deeply enhances the service in three of its largest customer call centers across the Caribbean and Central America, providing a 95% customer satisfaction rate and increasing its ROI. With this new solution, 1,000 call center agents process over 2.5 million customer calls per month faster and more efficiently.

Integrated information system helps Digicel enhance operations in call centers for 1,000 agents processing over 2.5 million calls per month

Digicel’s number one priority is to provide fantastic service to our ever-growing customer base. We needed to replace our in-house systems for our main customer care operation centers to keep up with our rapid growth. We considered a variety of CRM systems, however, none were flexible enough for our business to provide acceptable lead times to readiness for production use. Digicel saw the scope that Microsoft CRM had and worked in partnership to innovate and evolve it to deliver excellent service in a high-volume call center environment,” said John Riordan, Digicel Group IT Director/CIO.

The implementation of Microsoft Dynamics CRM in Digicel’s biggest customer care center in Jamaica took less than six months and was deployed to over 300 users processing almost one million customer calls/tickets per month. “We would rate the transition [to Dynamics CRM] as being one of the most straightforward ones for major system integration. It did not at any point require us to cease operations,” says Riordan.

We are happy to see customers like Digicel using the Microsoft Dynamics CRM platform in unique ways to increase productivity, collaboration and user adoption while reducing costs,” said Felipe Sanchez, director, Microsoft Business Solutions for Latin America and the Caribbean. “Recent studies commissioned by Microsoft indicate that deploying Microsoft Dynamics CRM 2011 has the potential to provide a solid ROI through quantifiable productivity benefits for people and processes, and companies looking to implement Microsoft Dynamics CRM 2011 can anticipate significant productivity gains and cost savings.”

Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM 4.0 solution has helped to improve key measures in Digicel’s customer call centers, including a reduction in average talk time, higher call process ratio to agent, and an increase of first call resolutions of 88 percent, signifying increases in overall productivity and ROI, allowing the company to serve more customers at a faster rate. The solution at Digicel evolved from its initial release with the subsequent inclusion of the Customer Care Accelerator (CCA) for Microsoft Dynamics CRM to integrate many line of business systems, including the Redknee Converged Billing platform. With the implementation of Microsoft Dynamics CRM and CCA, Digicel continues to provide the incredible customer service that distinguishes it from other mobile telecommunications companies.

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