Solgari Client Stories
Digital Transformation for Mimaki
Business Challenge
Mimaki, a prominent manufacturer of wide-format inkjet printers and cutting machines for diverse markets, sought to replace its legacy standalone solution. Their goal was to transition from hard phones to a fully cloud-based contact centre, ensuring seamless integration with Microsoft Teams and Dynamics 365. Mimaki faced challenges with its legacy system, which limited geographical reach and hardware dependencies. They needed a robust cloud-based solution to unify communication channels, enhance customer service, and accommodate global operations. Additionally, Mimaki required an advanced IVR system capable of identifying alphanumeric product codes through voice or DTMF input, directing calls to the appropriate service agents.
What did we do?
- Advanced IVR Functionality: Solgari customized IVR call-flows to identify Mimaki's unique inkjet printing machines. The IVR collected information from customers and cross-referenced it with data stored in Dynamics 365, ensuring accurate and efficient call routing.
- Robust Case Management: Solgari's case management features empowered Mimaki to efficiently identify inbound callers using case numbers or machine numbers, streamlining customer service processes.
- Scalability and Global Reach: Solgari provided a scalable solution that accommodated Microsoft Dynamics 365 and Teams users globally, eliminating the limitations imposed by Mimaki's previous solution.
- AI Copilot: Solgari Copilot provides agent assistance to users in both Teams and Dynamics 365 and is powered by Azure Open AI. The feature curently includes sentiment analysis across any channel and live conversation transcriptions and summaries with the Copilot to assist the user in any customer interaction. This is now available for use by Mimaki within both Solgari for Teams and Dynamics 365.
Results
Houa Yang, Remote Support Service Manager at Mimaki, expressed satisfaction with the solution, stating, “We’re using Solgari for Microsoft Teams and Dynamics 365 to provide a single, consistent, joined-up customer experience across all the channels. We’re leveraging the data we hold in Dynamics 365 to provide effective Case Management and Contextual Customer Service.
As a full SaaS solution, configured in Azure and integrated seamlessly into our existing Microsoft investments, The speed at which Solgari configured and launched our solution was incredible – accelerating our speed to value and opening the door to market-leading innovations in AI and Conversational Intelligence.”
