Lexmark makes lasting impressions with Dynamics 365 | Microsoft Customer Stories
This customer story shows how Lexmark uses Dynamics 365 to consolidate platforms, speed up case resolution, and strengthen customer relationships through AI-powered tools and unified data. Read the story for ideas on how your company can build lasting impressions with smarter, connected customer service. Reach out to TechMeg to talk about how Dynamics 365 can help.
Why did Lexmark switch to Dynamics 365?
Lexmark transitioned to Dynamics 365 to address the complexities and inefficiencies of its legacy systems, which included Salesforce and Siebel. The company sought a unified, cloud-based platform that could enhance customer engagement, streamline sales and service processes, and provide real-time data analysis. This shift aimed to improve customer satisfaction and operational efficiency.
How has customer satisfaction improved?
Since implementing Dynamics 365, Lexmark has seen a measurable improvement in customer satisfaction. For instance, call center productivity increased by 23%, and the average call time was reduced by three minutes. Additionally, the integration of the Experlogix CPQ tool with Dynamics 365 Sales has led to a 43% reduction in quote revisions, further enhancing the customer experience.
What operational efficiencies has Lexmark achieved?
Lexmark has achieved a 50% improvement in productivity within support processes and a 20% increase in customer satisfaction scores since the transition to Dynamics 365. The platform has streamlined service delivery, improved forecasting accuracy, and enhanced visibility into customer interactions, allowing for more effective management of service engagements.
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Lexmark makes lasting impressions with Dynamics 365 | Microsoft Customer Stories
published by TechMeg
TechMeg is a boutique information technology services company located just outside of New York City in Bergen County, NJ. We provide a holistic approach to technology services, enabling organizations to focus on growing their business without the worries of being compliant, having the proper security policies and procedures in place, supporting a network infrastructure, desktop management and backup.
Our team has over 20 years of professional experience in customized application development, desktop and network support.
Being compliant and focused on security in today’s ever changing cyber landscape is extremely vital. We will perform a thorough assessment to find lapse security protocols and procedures, ensure system patches are up to date, provide user training, have a detailed disaster recovery plan, and more.
We believe that a project’s success, more often than not, is determined at its genesis. You can expect a level of professionalism, understanding and thought provoking questions from us to truly and fully understand your business requirements and needs.
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