Case Study: Network Contacts achieves 234% ROI with Microsoft Dynamics 365

Italian call-center provider transforms services with unified CRM

Network Contacts, a business process outsourcing company based in Italy, faced the challenge of managing its call center operations without a unified CRM system. Because it used various CRM solutions deployed by its individual clients, the company lacked a centralized information hub to track performance and manage its 3,000 agents efficiently. To address this, it turned to Microsoft Corporation and implemented Microsoft Dynamics 365.

By deploying Microsoft Dynamics 365, Network Contacts gained a flexible and scalable platform that could be tailored to each client's unique needs. The solution, which included Unified Service Desk, provided agents with a centralized view of customer data and a unified knowledgebase. This led to a 234% ROI, a payback period of just 5 months, and average annual benefits of €103,849 through increased agent productivity, reduced training time, and automated processes.

Network Contacts