Solgari Client Stories
N1 - Customer Experience
Background
N1, a leading energy and service company excelling in fuel sales and fast-charging station development, encountered communication hurdles attributed to the uncertainty surrounding their provider, Avaya, which had filed for bankruptcy in the US. In search of a reliable partner to bolster customer engagement solutions within Dynamics 365, N1 opted for Solgari Contact Centre. Their challenges included fragmented communications, hindering efficient customer service provision, and the instability of Avaya’s financial situation necessitated a more dependable solution for their core customer engagement requirements.
Solution
N1 engaged Solgari’s Customer Engagement Solution for Dynamics 365 to overcome communication challenges and elevate their customer service capabilities. Solgari seamlessly integrated with Dynamics 365, providing comprehensive contact center capabilities such as Voice, SMS, WhatsApp, and Facebook Messenger. N1 implemented intelligent skills-based routing to ensure efficient customer direction towards the right personnel for quick issue resolution. Utilizing Solgari Co-Pilot, N1 gained access to conversation summaries and sentiment analysis across all communication channels within Solgari for Dynamics 365
Results
- Enhanced Experience: Solgari elevated both employee and customer experiences by sea:mlessly integrating data for contextual customer service.
- High Speed to Value: The swift configuration process delivered lightning-fast results, ensuring N1 quickly adapted to and benefited from the new solution.
- Cost-Efficiency: N1 leveraged discounted rates during their Avaya contract period with Solgari, providing a cost-effective transition.
- Data Utilization: Solgari enabled N1 to harness the power of Dynamics 365 data to support the entire customer journey.
- Seamless Integration: Solgari ensured N1 maintained calls through their existing Telco, Simminn, providing a smooth transition without disrupting existing communication channels.
