Case Study: Network Contacts achieves faster service and €15,000/month savings with Microsoft Dynamics 365

Network Contacts deployed Microsoft Dynamics 365 to streamline its service delivery and save money for its clients

Network Contacts is an Italian business process outsourcing company with about 3,000 call-center agents supporting telco, utilities, and finance customers (including Wind, ENEL, and BNP). Because each client had different procedures and separate databases, agents lacked quick, centralized access to the right customer information, producing slow, click-heavy workflows and inconsistent knowledge sharing across contact centers.

Network Contacts deployed Microsoft Dynamics CRM Online (Dynamics 365 for Customer Service) with Unified Service Desk and SharePoint Online to provide a consolidated agent desktop and an integrated knowledge repository. About 1,000 agents are already using the solution (with plans to reach all 3,000), which cut 20,000 clicks per day for one high-volume customer (saving ~27 hours/day) and delivered roughly €15,000/month in cost savings for that account, while improving call resolution speed and overall efficiency.

Network Contacts