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Sandvik Coromant delivers ultimate customer service with Dynamics 365
Sandvik Coromant's journey with Dynamics 365 started in 2016, when it piloted Dynamics 365 Sales in the United States. As its customer base expanded and diversified, the Sandvik team realized that to access the required deep knowledge of customer history they could no longer rely on multiple applications to manage daily business functions. Read Sandvik's story to learn why Sanika Bhagwat: Customer Interactions Process & Technology Manager said, "Dynamics 365 Customer Service is the thread that weaves [together] seamless experiences...enabling automation and AI possibilities for business growth and ultimate customer satisfaction." Ready to help your customers become more productive, profitable and energy efficient? can help you get started with Dynamics 365 Customer Service.
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Sandvik Coromant is part of the global industrial engineering group Sandvik and specializes in manufacturing tools and machining solutions for the metalworking industry. Founded in 1942, the company enhances productivity, profitability, and sustainability across various manufacturing sectors, holding over 1,700 patents and positioning itself as an innovator in the field.
How has Dynamics 365 improved customer service?
Since implementing Dynamics 365, Sandvik Coromant has transformed its customer service operations by consolidating support systems and creating a central global contact center. This has allowed agents to manage thousands of customer interactions daily more efficiently, reducing wait times by 27% and lowering abandon rates by 14%. The system provides a comprehensive view of customer data, enabling agents to deliver informed and relevant support.
What are the future plans for Sandvik Coromant's customer service?
Looking ahead, Sandvik Coromant plans to continue enhancing its customer service capabilities with further innovations in Dynamics 365. By the end of 2024, the global rollout is expected to be complete, and the company is exploring the use of AI, chatbots, and other technologies to improve customer self-service options and streamline agent support, ultimately aiming for greater efficiency and customer satisfaction.
Sandvik Coromant delivers ultimate customer service with Dynamics 365
published by Challenge Innovation Technology Inc
Challenge Innovation Technology, Inc. stands as a beacon of expertise in the ever-evolving landscape of information technology. With a commitment to guiding organizations through the intricate maze of modern IT systems, this company has established itself as a pivotal ally for businesses aiming to align their technological infrastructure with their strategic objectives. The journey towards next-generation IT is fraught with complexities, whether it's navigating the nuances of virtualization, embracing the vast potential of cloud solutions, refreshing network architecture, deploying cutting-edge applications at the desktop, or executing critical system upgrades. In this dynamic arena, Challenge Innovation Technology, Inc. emerges as a trusted advisor, equipped with profound industry acumen and a dedication to excellence in service, support, and procurement.
Since its inception, the company has not only adhered to the high standards set by the Better Business Bureau but has transcended them, maintaining an A+ rating that speaks volumes about its integrity and operational excellence. This accolade is a testament to the company's unwavering commitment to quality and trustworthiness, a hallmark that has been consistently recognized since 2014. For businesses seeking a partner that can provide a strategic roadmap to technological advancement, Challenge Innovation Technology, Inc. offers a synergy of deep industry insights and a customer-centric approach to service. It's a partnership that doesn't just promise innovation but actively participates in the creation of a tech-savvy future, ensuring that every client is well-equipped to face the challenges of tomorrow's digital landscape. With Challenge Innovation Technology, Inc., companies are not just preparing for the future; they are shaping it.