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Manufacturing Success: Global Outdoor Gear Manufacturer Automates Customer Self-Service Process
A global outdoor gear manufacturer went from “zero” customer service to a full-featured, automated customer self-service process.
A global company
With 350 employees, over 4,000 products, and manufacturing facilities around the world, this company produces RV, campsite, ATV, UTV, boat, and tailgating supplies.
Challenge
This company had engaged with HSO for a ground-to-cloud transformation from Microsoft Dynamics AX, implementing many modules in the Microsoft Dynamics suite, including Microsoft Dynamics 365 Finance & Supply Chain Management, Customer Service, Sales, Power Apps, and Customer Insights.
The CIO was concerned about the company’s nearly non-existent customer service process. Questions and issues - from customers or prospects - were sent to a company email which landed in a mailbox that was rarely checked.
Self-service solution
HSO leveraged Microsoft’s Power Platform to create a robust customer self-service solution with a chatbot at its core. It was designed to handle everything from general product questions to specific questions from customers about their orders as well as customer support questions and problems.
Results
After seeing the initial work on the chatbot - including the proposal that the bot could also serve as an upselling tool - the company’s CIO immediately changed direction from proof of concept to a full-scale implementation of the solution.
The solution includes features like automatically creating tickets and pulling data from the company’s web pages for product inquiries and Dynamics 365 Finance for order inquiries.
This project demonstrates how the Power Platform can be used to increase visibility, promote a sense of ownership, elevate the customer/employee experience, and build brand loyalty through exceptional service.