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These customers chose Dynamics 365 Customer Service
Enhancing Customer Service Excellence with Dynamics 365 Customer Service
House of Travel's Journey from Outdated Systems to Empowered Efficiency
House of Travel: A Powerhouse in the Asia Pacific Travel Industry
House of Travel is the largest privately owned travel company in New Zealand and the third-largest travel organization in the Asia Pacific region. In recent decades, House of Travel has experienced substantial growth, expanding its presence to encompass the entirety of New Zealand and establishing a robust foothold in every Australian state. Within these two nations, the House of Travel Group now boasts a dedicated team of over 1,400 highly skilled professionals.
Overcoming CRM Obstacles: House of Travel’s Strategic Upgrade
House of Travel acknowledged the requirement for transitioning from an old, legacy Zoho CRM system to a new, modern, and agile CRM platform.
Their goal encompassed not only enhancing security but also attaining a unified customer service experience. The existing Zoho CRM posed limitations in terms of security, data integrity, and decision-making capabilities. With evolving data security concerns and the desire to harness powerful customer insights for improved decision-making, adopting an advanced CRM platform became imperative.
From Legacy to Modern: House of Travel’s CRM Transformation
The high-level scope of the project involved implementing Out of the Box (OOTB) Microsoft Dynamics 365 Customer Service features such as –
- Email mailbox queue, Auto case creation and routing, Manual case creation, Case types and Business process flows, Service Level Agreements, Entitlements, Knowledge base articles, Standard reporting and dashboards (Customer Service Analytics).
- The set up of rules and mapping from email to case.
- Case configurations to add required data capture fields.
- Service level agreement Setup.
- Define rules around the creation and escalation of cases.
The Impact of Dynamics 365 at House of Travel
The implementation of Dynamics 365 Customer Service, focusing on Out of the Box (OOTB) features, brought several significant benefits to House of Travel:
- Efficiency and Speed: By leveraging OOTB features, processes such as email-to-case mapping, case creation, and escalation rules were streamlined, resulting in faster response times and improved customer service.
- Enhanced Data Capture: Case configurations were tailored to include essential data capture fields, enabling more comprehensive and accurate information collection.
- Service Level Agreement (SLA) Optimization: SLA setup and defined rules surrounding case creation and escalation ensured that service commitments were met, boosting customer satisfaction.
- Unified Business Processes: The implementation of a Business Process Framework, based on the OOTB template, standardized operations and increased consistency across the organization.
- Knowledge Utilization: Utilizing OOTB features like the Knowledge Base improved access to essential information, enhancing service quality.
- Real-time Insights: Standard reporting and Customer Service Analytics dashboards offered real-time visibility into performance, empowering data-driven decision-making.
- Empowerment and Independence: Through training and knowledge transfer, House of Travel gained the skills to manage and deploy the solution independently, reducing reliance on external support.