Case Study: SMRT Corporation Ltd. achieves better customer service and faster innovation with Microsoft Corporation

Singapore’s iconic transport provider turns to Cloud to boost customer service and innovations

SMRT Corporation Ltd., Singapore’s largest transport network operator, needed a better way to manage high volumes of customer enquiries across rail, bus, taxi, and other channels, while also speeding up new innovation projects. Microsoft Corporation’s cloud-based Dynamics 365 for Customer Service was chosen to help more than 1,000 employees deliver faster, more consistent support and improve reporting and case handling.

With Microsoft Corporation and Customer Capital Consulting, SMRT implemented a single integrated CRM system with automated workflows, reminders, dashboards, and centralized tracking for all customer interactions. The results were strong: employees now handle 2.3 times more cases, and new innovation projects can be launched in under 3 months, reducing manual effort and infrastructure costs while improving customer service responsiveness.

SMRT Corporation Ltd

Dave Ong

Head, Passenger Service Department