This customer story shows how Lexmark uses Dynamics 365 to consolidate platforms, speed up case resolution, and strengthen customer relationships through AI-powered tools and unified data. Read the story for ideas on how your company can build lasting impressions with smarter, connected customer service. Reach out to ICON, SRL to talk about how Dynamics 365 can help.
Why did Lexmark switch to Dynamics 365?
Lexmark transitioned to Dynamics 365 to address the complexities and inefficiencies of its legacy systems, which included Salesforce and Siebel. The company sought a unified, cloud-based platform that could enhance customer engagement, streamline sales and service processes, and provide real-time data analysis. This shift aimed to improve customer satisfaction and operational efficiency.
How has customer satisfaction improved?
Since implementing Dynamics 365, Lexmark has seen a measurable improvement in customer satisfaction. For instance, call center productivity increased by 23%, and the average call time was reduced by three minutes. Additionally, the integration of the Experlogix CPQ tool with Dynamics 365 Sales has led to a 43% reduction in quote revisions, further enhancing the customer experience.
What operational efficiencies has Lexmark achieved?
Lexmark has achieved a 50% improvement in productivity within support processes and a 20% increase in customer satisfaction scores since the transition to Dynamics 365. The platform has streamlined service delivery, improved forecasting accuracy, and enhanced visibility into customer interactions, allowing for more effective management of service engagements.
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