Building a comprehensive customer solution

Nagarro built an MS Dynamics 365 solution to streamline accounts and contract structures across different business units for process standardization. Our advanced reporting and dashboard enabled data-driven decision-making.
We built a single-page HTML application called CCA Dashboard to make the customer service processes more efficient. This helped the customer services representatives to track customer information like their case numbers and recent activities.
From an integration standpoint, the team integrated client data sources and customer 360 degree-view and carried out two-way sales point integration for managing the sales processes. We also integrated Salesforce systems into Dynamics 365 CRM for one of the business units. 

The time taken to resolve customer queries by calling the representatives decreased from hours to minutes, significantly increasing process efficiency and productivity. An intuitive customer 360-degree dashboard and detailed performance reports for service representatives provided insights for better decision-making. The CRM system upgrade ensure scalability, allowing users to access the system on the go.