Case Study: TekSavvy (Canadian ISP) achieves faster, personalized customer support with Microsoft Dynamics 365

Customer-Focused TekSavvy Provides Friendly Internet Service and Competes with the Big Guys

TekSavvy Solutions Inc., founded in 1998, is a Canadian independent telecom with about 500 employees and more than 250,000 customers that competes by prioritizing friendly, transparent service. The company’s legacy ASP/SQL support system couldn’t scale: agents had to switch among many tools, customers often repeated information, training took too long, and privacy and process automation needed improvement.

TekSavvy implemented Microsoft Dynamics CRM 2015, SharePoint and Skype for Business Online with the Unified Service Desk to create a single agent workspace and SharePoint-backed lookups that trigger screen pops. The integrated system tracks roughly 4 million interactions a year, saved about 30 seconds per call, reduced training time, improved case continuity and privacy controls, enabled better outage mapping, and set the stage for automating orders and product catalog updates.

TekSavvy

Greg Thomas

Vice President of Research and Development