The move gave SWW a flexible solution to make the most of modern technologies in a cost efficient way, enabling it to improve the customer experience by embracing digital communications via the Web, email and text messages.
“Dynamics Views enable Operational Managers to proactively manage contact volumes and incoming work,” says Helen Gibbs, Service Improvement Delivery Leader at SWW. “Senior Managers are also embracing views and dashboards by actively monitoring performance on a daily basis, where previously they relied on historical reports.”
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