Case Study: Mitsubishi Electric UK sets a global customer service benchmark with Solgari

Mitsubishi Electric UK deploys Solgari in weeks to set a global customer service benchmark

Mitsubishi Electric UK, a division of the global corporation, faced the challenge of modernizing its customer service as part of a digital-first strategy. Their legacy telephony systems were disconnected from Dynamics 365, lacked intelligent call routing, and had limited integration with Microsoft Teams. They partnered with Solgari to overcome these barriers and create a benchmark model for global replication.

Solgari implemented its solution for Dynamics 365 Customer Service, which featured a custom IVR that pulled live customer data for intelligent routing and was fully integrated with Microsoft Teams. This resulted in faster response times, more accurate service, and improved resolution times for customers. The successful UK pilot now serves as the foundation for Mitsubishi Electric to scale the Solgari solution across its global subsidiaries.

Mitsubishi Electric UK