Cases sent in by email are automatically created and assigned to the correct queue for follow-up (based on brand, country and other specific Pets Choice rules). Resulting in less time spent on manual case creation and more time spent directly assisting customers.
Closing cases once a query has been resolved and collecting valuable feedback is completed with just the click of a button thanks to Customer Voice. This information is vital in delivering high-quality customer care. Additionally, all information is stored within Dynamics 365 CRM allowing easy access from each individual customer record.
But, the functionality doesn’t stop there, Pets Choice are looking to turn on additional built functionality to further increase the customer care level. With this new functionality, if an individual, or group of, CSAT scores fall below a certain level, an email alert will be automatically sent to the relevant individual to take further action.
Reporting has never been easier. At the touch of a button, Pets Choice can now see how it is performing against its KPIs, drill down into the finer details, explore potential issues, and export reports as and when required.