Case Study: IKEA Saudi Arabia and Bahrain achieves faster, more personalized customer service with Microsoft Corporation Dynamics 365

How IKEA Saudi Arabia Digitally Transformed Customer Service with Microsoft Dynamics 365

IKEA Saudi Arabia and Bahrain needed to improve slow, fragmented customer service processes that were spread across multiple systems, with case resolution taking an average of seven working days. As part of its digital transformation, the company turned to Microsoft Corporation and Dynamics 365 for Customer Service to create a more unified, mobile-ready, and personalized customer support experience.

Microsoft Corporation helped IKEA implement a cloud-based “Customer Hub” with automation, analytics, social media integration, and a 360-degree customer view. The solution improved case routing, reduced case resolution time by 40%, and helped IKEA achieve 85% of its set KPIs and goals, while also lowering operating costs and boosting customer trust.

IKEA Saudi Arabia and Bahrain

Anas Shehab

Chief Technology Officer