• 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