Case Study: Leading Healthcare Company achieves 25% increase in customer support efficiency with Datamatics using Microsoft Dynamics 365

A Leading Healthcare Company in the UK Enhanced their Customer Support Efficiency by 25% with Microsoft Dynamics 365

Leading Healthcare Company, a UK‑headquartered international healthcare firm serving over 38 million customers, struggled with multiple disparate systems that prevented a single view of the customer, slowed contact centre agents, and increased waiting times. They engaged Datamatics to address these challenges using Microsoft Dynamics 365 as the core CRM platform.

Datamatics developed API services to consolidate customer data into Dynamics 365, created a single customer record with a unique ID, and configured Unified Service Desk for a “single pane of glass” agent experience with click-to-dial, screen pop and automated call logging. Datamatics’ solution delivered a unified customer view, improved data collection and validation, reduced calls to customer support by 35% and increased customer support efficiency by 25%.