Case Study: Network Contacts accelerates customer service and cuts costs with Microsoft Dynamics 365 and SharePoint Online

Outsourcing company empowers agents and serves customers faster

Network Contacts, a large Italian business process outsourcing company, faced the challenge of providing fast and effective call center support for its diverse enterprise clients. Its agents needed immediate access to centralized information from numerous different customer databases. To empower its agents and serve customers faster, the company deployed Microsoft Dynamics CRM Online.

By implementing Microsoft's solution, which included Unified Service Desk and SharePoint Online, agents gained a unified view of customer data and a collaborative knowledge base. This resulted in dramatically increased efficiency; for one client, agents saved 100,000 seconds per day, which translated to a monthly savings of approximately 15,000 euros. Microsoft's technology enabled Network Contacts to streamline operations and handle more calls without compromising service quality.

Network Contacts

Lelio Borgherese

Founder and President