Case Study: Lebara achieves a 360-degree customer view with Microsoft Corporation Dynamics 365 Customer Service

Mobile network provider gains a 360-degree customer view with Microsoft Dynamics 365

Lebara, a mobile network provider serving immigrants and tourists, needed a better way to deliver consistent customer service across countries and channels. Its outdated CRM and disconnected customer, marketing, and finance data made troubleshooting difficult and slowed issue resolution. To address this, Lebara turned to Microsoft Corporation and Microsoft Dynamics 365 Customer Service.

Microsoft Corporation helped Lebara implement Dynamics 365 Customer Service and Unified Service Desk, creating a unified 360-degree view of customer information across five countries and 445 employees in just 10 months, 30% under budget. The new platform improved automation, reduced resolution times, lowered operating costs, and increased profitability and revenue while preparing Lebara for future features like analytics, self-service, and chatbots.

Lebara

Basit Tanveer

Head of Software Engineering and Data Analytics