Case Study: Leading UK Healthcare Company achieves 25% higher customer support efficiency with Datamatics

Driving Customer Support Efficiency A Leading UK Healthcare Company Improved Service Performance

Leading UK Healthcare Company, a major UK-based international healthcare provider serving over 38 million customers, was struggling with growing complexity in customer support. Multiple products and systems created silos, slowed response times, and made it difficult for contact center agents to access a unified customer view, impacting service quality. Datamatics stepped in with a solution centered on Microsoft Dynamics 365 and Unified Service Desk (USD).

Datamatics implemented a single, unified interface that gave agents a “single pane of glass” view of customer profiles and service records, along with features like click-to-dial, screen pop-ups, automated call logging, and seamless screen transfers. As a result, the company achieved a single customer view, a 35% reduction in calls to customer support, improved data collection and validation, and a 25% increase in customer support efficiency.