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.
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.”
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Happy Dynamics 365’ing!