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Power tool company aligns global customer care and sales to deliver an improved customer experience

Business Situation

Disparate systems and manual processes across almost 30 customer care locations were causing a fragmented view of customer activities. The company desired a global solution that would harmonise customer service and sales operations and, ultimately, improve the customer experience.

"Avanade has proven to be a highly competent and knowledgeable technology partner."

Martin Gustafsson Project Manager Business Development, Husqvarna Group

Solution

Avanade evaluated the myriad systems in use at the customer and designed a solution to boost efficiencies for service and sales. Microsoft Dynamics CRM and the Avanade CRM for Contact Centre solution – built on the Dynamics platform – is being deployed to over 1,000 customer care and field sales workers across 28 countries in two regions: Europe & Asia/Pacific.

Results

Now, with a unified view of customers, service workers can easily identify callers and review history prior to answering calls. The solution has improved information integrity, allows for more efficient management of customer issues, simplifies reporting, and empowers sales leaders to accurately track performance and campaigns. Mobile capabilities enable sales representatives to map out customer visits and plan activities in a time-efficient way.

  • Customer care representatives easily review customers’ profiles and history so they can proactively greet customers, understand their needs and efficiently handle requests.
  • Sales representatives spend more time interacting with customers and building relationships, rather than manually updating customer data via spreadsheets and email.
  • Dealers and retailers enjoy a positive customer experience by communicating with well-informed workers.

Husqvarna

Case Study: Strengthening sales and services

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Next steps

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