• Home
  • About Us
  • Contact Us
  • Privacy Policy
  • Special Offers
Business Intelligence Info
  • Business Intelligence
    • BI News and Info
    • Big Data
    • Mobile and Cloud
    • Self-Service BI
  • CRM
    • CRM News and Info
    • InfusionSoft
    • Microsoft Dynamics CRM
    • NetSuite
    • OnContact
    • Salesforce
    • Workbooks
  • Data Mining
    • Pentaho
    • Sisense
    • Tableau
    • TIBCO Spotfire
  • Data Warehousing
    • DWH News and Info
    • IBM DB2
    • Microsoft SQL Server
    • Oracle
    • Teradata
  • Predictive Analytics
    • FICO
    • KNIME
    • Mathematica
    • Matlab
    • Minitab
    • RapidMiner
    • Revolution
    • SAP
    • SAS/SPSS
  • Humor

See the KPIs that Dynamics 365 is Generating for Moneris

June 24, 2018   Microsoft Dynamics CRM
Moneris Case Study 1 300x249 See the KPIs that Dynamics 365 is Generating for Moneris

Moneris has 600 users on Microsoft Dynamics 365, managing the customer experience from onboarding and post-sale, to call center and field service interactions. Beyond the customer-facing roles, which make up about half of their end users, Moneris also uses Dynamics 365 for some of their back-office and risk management teams. This ensures that all customer information is tracked and managed in one system. We sat down with Allan Measor, Vice President, Business Transformation and Customer Enablement at Moneris to hear about their experience.

Moneris overview:

062118 1624 SeetheKPIst1 See the KPIs that Dynamics 365 is Generating for Moneris

Why did you choose to start using Dynamics 365 for all new support inquiries immediately following the implementation?

“For a short time, we ran our old ticket system as a reference tool alongside Dynamics 365. We analyzed our old ticket data, and over 80% of our inquiries were one and done, with 90% solved in a week or less. Because of this, we chose not to import our old tickets. In terms of data migration into Dynamics 365, we imported standard items like customer company data, name, address, account numbers, email address, phone numbers, all key payment device data, and work order information. We also authored over 1,900 knowledge articles into Dynamics 365 for reference.”

Why did you choose to be on the Cloud?

“Our legacy systems tended to take longer in terms of features and updates, so the idea that Cloud solutions get features firsts, thereby empowering our organization to be more current, was appealing to us. We also could avoid costly infrastructure investments and gain reliability and redundancy when on the cloud.”

Why did you choose Dynamics 365 for your CRM platform?

“Since we were already using Office 365, our team members were able to easily adjust to the Dynamics 365 and our customers now receive a seamless experience because of our investment in the Microsoft stack. The value of Microsoft’s Canadian data center, the feature richness of Dynamics 365, and the ease of integration into our existing technology footprint were key deciding factors for us.”

Why did you choose PowerObjects as your partner?

“PowerObjects came highly recommended from multiple individuals at Microsoft. We also had several vendor meetings with them, and ultimately liked their collaborative approach. We looked at other big consulting firms but liked the agile and flexible approach that PowerObjects offers, along with their deep Dynamics experience, so we went ahead with PowerObjects and haven’t regretted it once. We also liked that PowerObjects has an office and local staff right here in Toronto.”

What are some of the KPIs that you’ve seen since implementing Dynamics 365?

“We’ve seen a 4% reduction in average handle times (AHT) and a 5% increase in first call resolution (FCR) on top of our already high FCR which was around 80%. We’ve also seen improvements in our onboarding processes for new team members since there are more standardized processes in place, resulting in a decrease in onboarding time and an increase in employee performance. Additionally, we’re experiencing better Interactive Voice Response to Dynamics integration, improving screen pop accuracy for Customer Service Representatives.”

To learn more and read the full case study, click here.

Happy Dynamics 365’ing!

Let’s block ads! (Why?)

PowerObjects- Bringing Focus to Dynamics CRM

Dynamics, Generating, KPIs, Moneris
  • Recent Posts

    • Accelerate Your Data Strategies and Investments to Stay Competitive in the Banking Sector
    • SQL Server Security – Fixed server and database roles
    • Teradata Named a Leader in Cloud Data Warehouse Evaluation by Independent Research Firm
    • Derivative of a norm
    • TODAY’S OPEN THREAD
  • Categories

  • Archives

    • April 2021
    • March 2021
    • February 2021
    • January 2021
    • December 2020
    • November 2020
    • October 2020
    • September 2020
    • August 2020
    • July 2020
    • June 2020
    • May 2020
    • April 2020
    • March 2020
    • February 2020
    • January 2020
    • December 2019
    • November 2019
    • October 2019
    • September 2019
    • August 2019
    • July 2019
    • June 2019
    • May 2019
    • April 2019
    • March 2019
    • February 2019
    • January 2019
    • December 2018
    • November 2018
    • October 2018
    • September 2018
    • August 2018
    • July 2018
    • June 2018
    • May 2018
    • April 2018
    • March 2018
    • February 2018
    • January 2018
    • December 2017
    • November 2017
    • October 2017
    • September 2017
    • August 2017
    • July 2017
    • June 2017
    • May 2017
    • April 2017
    • March 2017
    • February 2017
    • January 2017
    • December 2016
    • November 2016
    • October 2016
    • September 2016
    • August 2016
    • July 2016
    • June 2016
    • May 2016
    • April 2016
    • March 2016
    • February 2016
    • January 2016
    • December 2015
    • November 2015
    • October 2015
    • September 2015
    • August 2015
    • July 2015
    • June 2015
    • May 2015
    • April 2015
    • March 2015
    • February 2015
    • January 2015
    • December 2014
    • November 2014
© 2021 Business Intelligence Info
Power BI Training | G Com Solutions Limited