Case Study: Amway achieves consistent global customer service and scalability with Microsoft Corporation Dynamics 365

Amway brings business ownership to every corner of the globe with Microsoft Dynamics 365

Amway, a global health, beauty, and home care company with 10,000+ employees, needed to replace a patchwork of incompatible technologies used by its independent business owners and customer service teams. The lack of a common system made it hard to deliver consistent service, standardize changes, and innovate efficiently across regions. Microsoft Corporation’s Dynamics 365 for Customer Service and Dynamics 365 for Sales were selected to create a unified, easy-to-use experience.

Microsoft Corporation implemented Dynamics 365 as a single CRM platform to streamline service, improve visibility, and support self-service through knowledge bases and digital care. The solution also gave contact center agents a full view of customer data via Unified Service Desk, improving navigation and responsiveness. As a result, Amway reported more consistent service, higher customer satisfaction, increased productivity, and reduced unnecessary calls to the contact center.

Amway

Hannes Smit

Manager - Global CRM Solutions