Case Study: DeltaValve achieves lower contact center costs and better omnichannel CRM integration with Customer Dynamics e2 Agent

DeltaValve - Customer Case Study

Customer Dynamics helped DeltaValve, a technology-driven professional lawn care provider with 200 locations across the US, address contact center limitations as it moved from a home-grown CRM to Microsoft Dynamics. Using NICE CXone, the company needed chat, email, and screen pops with better integration, but Microsoft’s native approach would have added costs and created siloed workflows.

Customer Dynamics implemented e2 Omni-Channel Agent for Microsoft Dynamics to embed agent functionality directly in CRM and support CXone’s native voice, chat, email, SMS, screen pops, click-to-call, and activity logging. The solution reduced costs, improved reporting and workforce optimization, and delivered a higher return on investment by avoiding the extra Microsoft Omni-Channel module expense of $85 per agent plus the $20 monthly CXone integration fee for voice.

DeltaValve

Greg Lamb

DeltaValve