01
The Challenge
The transport operator’s customer management system was a collection of distinct applications, creating information silos. It offered customers limited choices for registering complaints or issues, which delayed problem resolution and impacted customer retention.
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Lack of unique customer data source to allow 360º overview and segmented marketing campaigns for 545 million travelers in 2022 with more than 2,000,000 marketing messages every month.
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Lack of any marketing system to target potential customers and upsell to the current customer base.
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Lack of an effective system to improve service and relationships with current and potential customers.
02
The Solution
Our client needed a holistic view of customers, which could help the customer develop a more personalized and long-lasting relationship.
Our client found the technical expertise with Eviden and selected ‘Microsoft Dynamics 365 Customer Engagement’ (D365 CE) as the technological solution.
With D365 CE implementation our client was able to provide a 360º customer view and enable seamless customer engagement.
Citizen Service Solution was able to provide a better experience and seamless connectivity so that citizens are encouraged to embrace the public transport network.
Citizen Service Solution captured insights about citizen engagements and feedback from citizens and quickly addressed consumer complaints and difficulties.
03
The Outcome
The new platform implemented by Eviden has successfully automated and streamlined the sales, marketing, field service, and customer service processes of our client.
With the deployment of Dynamics 365 Marketing and Customer Insights modules, our client can now focus on the customer satisfaction index with a 360º view.
With the implementation of Microsoft Dynamics 365, our client is now able to provide a better service and a world-class experience to its customers, which is evident from its annual assessments.
This has encouraged an increasing number of citizens to embrace the transport operator Network for their travel needs. The year 2022 came to an end with 545 million validations – a 28% boost from 2021.
The transport operator network is now used for more than 60% of all journeys taken on public transportation in and around the region.
Why Eviden:
In Eviden, our client found much-needed implementation expertise on Dynamics CRM and a great cultural fit to work together.
Eviden is a strategic partner with Microsoft and offered to leverage the Nearshore delivery model to support the implementation of D365.