Case Study: CROSSMARK improves customer service and reduces call volume with Tribridge

Professional Services Company Improves Its Customer Service and Reduces Call Volume

Crossmark, a professional services company supporting consumer goods manufacturers and retailers, needed a better CRM system to streamline service processes, improve productivity, reduce call volume, and strengthen reporting. Working with Tribridge, the company chose Microsoft Dynamics CRM to replace an isolated event-logging system that made it hard to spot recurring issues across accounts.

Tribridge helped Crossmark implement Microsoft Dynamics CRM with a staggered rollout and staff training, enabling better case tracking, more useful reporting, and easier access through familiar Microsoft tools. As a result, Crossmark improved customer service, resolved recurring problems more proactively, and saw call volume decline while employee adoption and efficiency increased; more than 130 employees were using the system, and the company reported that over half of customer service reps felt it made their jobs easier.

Crossmark

David Peet

Vice President of Field Support