Case Study: a major wholesale distributor cuts call times and improves customer engagement with BDO and Dynamics 365

a major wholesale distributor cuts customer service call times 78% with BDO

BDO helped a major wholesale distributor overcome significant customer service challenges stemming from fragmented legacy systems. The client struggled with disparate applications that forced agents to retrieve data from multiple sources, leading to long call times, billing errors, and customer dissatisfaction.

Implementing Microsoft Dynamics 365 Customer Engagement, BDO unified all customer data into a single platform with integrated communication channels. This solution yielded a 78% reduction in average call times, lower IT maintenance costs, and a near 3% sales increase from more targeted marketing, significantly boosting customer loyalty and operational efficiency.