Case Study: Magnetek achieves a streamlined helpline and faster, more reliable customer support with Microsoft Dynamics 365

ComputerTalk's ice contact center on Skype for Business streamlines Magnetek's helpline

Magnetek, a leading maker of digital power and motion control systems, relied on a 10-person technical and field support team as the primary after‑market helpdesk, handling 500+ calls a week. Their old VoIP resource‑group setup forced every desk to ring, had no callback/queue voicemail, tied administration to IT, and required manual CRM work—resulting in missed calls, frustrated customers and inefficient, noisy processes.

By deploying ComputerTalk’s ice Contact Center on Skype for Business (a minimal server VM install), Magnetek gave technicians simple on/off queue control, caller‑hold with callback, automatic Dynamics/Office 365 integration, self‑service admin and built‑in analytics. The result: a quieter, more visible call room, faster and more reliable customer responses, fewer abandoned calls, improved productivity and reporting, and growing interest from other departments to adopt the platform.

Magnetek

Crystal Goodwill

Administrative Assistant for Aftermarket Services