Case Study: Bright Horizons achieves greater efficiency and lower CRM costs with ChatLingual

Bright Horizons Boosts Efficiency and Reduces Costs with Custom Microsoft Dynamics CRM Integration

Bright Horizons' EdAssist division, a global educational service provider, faced a challenge as its agents were hindered by the time-consuming, manual process of logging cases in Microsoft Dynamics CRM. This inefficiency prevented agents from handling multiple customer conversations at once. To address this, they partnered with the vendor ChatLingual to integrate its Agent Desktop with their CRM system.

ChatLingual implemented a custom integration that automatically populated customer information within the chat interface and synced conversation transcripts and case numbers directly to the CRM. This solution from ChatLingual saved agents significant time, eliminating 40 hours of manual work per day and increasing both productivity and data integrity. The successful deployment was marked by a close technical partnership, resulting in immense business value and cost savings for the client.

Bright Horizons

Ryan Cooney

Senior Product Manager