Case Study: a global consumer goods company automates up to 65% of support cases with CodeIT's AI-powered Dynamics 365 solution

Global FMCG Consumer Goods Company automates 65% of support cases with CodeIT

Global FMCG Consumer Goods Company, a global consumer goods company, was challenged by a custom-built legacy support system that could not scale and required constant maintenance. This led to inefficient manual handling of a high volume of routine requests, slowing response times and creating a fragmented support experience across its markets. Vendor CodeIT was engaged to modernize their infrastructure.

CodeIT implemented a solution using Microsoft Dynamics 365 Customer Service and Copilot Studio to standardize operations and introduce AI-driven automation. The results included automating 50-65% of support cases, achieving 25-35% faster response times, and lowering support costs by 20-30%. This provided the company with a scalable, unified support infrastructure and consistent service quality globally.