Sandvik Coromant delivers ultimate customer service with Dynamics 365

Building on a powerful foundation

Sandvik Coromant’s journey with Dynamics 365 started in 2016, when it piloted Dynamics 365 Sales in the United States. With a global rollout commencing in 2017, the company’s business systems were transformed and ready for new functionality to take it into the future, through growth and industry changes.

In 2018, Sandvik Coromant consolidated its support centers and launched a central global contact center to provide outstanding customer experiences. With the help of Dynamics 365, frontline agents in Sandvik Coromant’s four major sales support centers successfully managed thousands of emails, chats, and calls per day. Many of Sandvik Coromant’s past cases required deep knowledge of the customer’s history to provide the very best and relevant support. But at the time, the service team still relied on multiple applications to manage daily business functions. In addition, data and processes weren’t satisfactorily standardized across all geographies.

To simplify case routing and improve efficiency, Sandvik Cormant wanted to consolidate its disparate business systems, reducing the number of separate and customized applications for managing customer data, project history, specifications, and account information. A truly connected system with a single source of data would act as a hub for all interactions and offer comprehensive customer insights in real time. A standardized system would make daily service tasks more efficient and predictable, with every agent consistently using the same applications and business processes.

In 2019, Sandvik Coromant rolled out its Dynamics 365 case management solution, bringing Sales and Customer Service together for the first time. With a strong and flexible foundation in place, Sandvik Coromant’s service representatives were ready to take the next step with Microsoft Digital Contact Center Platform and the Digital Messaging Add-in for Dynamics 365 Customer Service. 

The ultimate customer experience realized

Digital Messaging for Dynamics 365 Customer Service transformed Sandvik Coromant’s legacy call center technology and changed the way agents do business. The familiar Microsoft interface and customizable, easy-to-use dashboards made the transition easy, with immediate improvements in performance and functionality. Most importantly, the new system elevated the customer experience, aligning with the company’s promise to consistently deliver ultimate service.

2023 saw the addition of voice functionality in Digital Messaging for Dynamics 365 Customer Service, bringing agents’ productivity—and their customers’ experience—to an even higher level.

A truly connected and intelligent digital contact center offers agents a full view of each customer’s account history, presents conversation sentiment status, and even offers next steps to resolve issues quickly. They can communicate with customers in a seamless omnichannel interface, whether in a chat, call, or email—all from a single dashboard using one consolidated data source. 

With a 360-degree view of customer data and account history in one place, agents can confidently provide callers with an immediate resolution avoiding referral to a specialist. Every customer concern is documented, and a specific conversation can be easily referred to when a historical record is needed. To understand each customer’s perspective and preferences, surveys are conducted with Dynamics 365 Customer Voice, conveniently built into the agents’ familiar interface.

With voice capability, it’s easy for the responding agent to seamlessly shift a chat conversation to a more personal call when necessary. Says Tomas Olsson, Sandvik Coromant Customer Interaction Process & Technology Product Owner, “Wait times decreased by 27% and even abandon rates lowered by 14%—a fantastic result of using the Microsoft Digital Contact Center Platform to manage our customer contacts.” Sandvik Coromant is certainly seeing good results that not only make users happy but boost customer satisfaction as well. “Delivering the ultimate customer experience is our mission. Dynamics 365 omnichannel has really made it easy to consistently provide outstanding service.”

Measurable success

Adding Microsoft Digital Contact Center Platform and Digital Messaging for Dynamics 365 Customer Service to Sandvik Coromant’s customer service toolkit markedly enhanced service quality in every call center. Agents found their new custom dashboard gave them a user-friendly, central, and complete view of each customer. No longer having to switch between systems to mine customer data and find historical information, they felt empowered to deliver more informed and relevant service—and performance scores prove it.

• Sandvik Coromant’s average Customer Satisfaction score increased from 3.5 to 4.5 (out of a perfect score of 5.0), well before the company’s 2025 goal. 
• Customer response times averaged less than 30 seconds, meeting the 2024 goal.
• Detailed Satisfaction Scores are now measurable and accurately tracked.
  
  

Plans for a sustainable future

Sandvik Coromant’s Dynamics 365 journey continues, and 2024 will see more innovation and heightened efficiency for the engineering group. The global rollout is expected to be completed by the end of 2024 and will set a higher mark for service excellence. 

Microsoft Copilot, the generative AI solution that saves time, nurtures creativity, and automates processes, is now being tested. It is already being used globally by agents to provide easy access to summarization of case and customer interactions, avoiding the need to browse through lengthy email threads. “In the tapestry of customer engagement, Dynamics 365 Customer Service is the thread that weaves seamless experiences today, enabling automation and AI possibilities for business growth and ultimate customer satisfaction.” says Sanika Bhagwat, Customer Interactions Process & Technology Manager at Sandvik Coromant

Ongoing efforts are underway to investigate the utilization of chatbots for enhancing customer self-service capabilities, thereby offering an additional communication option and reducing reliance on human agents. Additionally, the possibility of deploying a bot to assist agents by guiding them in addressing customer inquiries and locating internal process-related documentation is being explored. This would involve connecting to trusted websites and other reliable knowledge sources.

Sandvik Coromant is continually investing in ways to grow responsibly and help its customers thrive into the future, and that includes using modern technologies to build more efficient and environmentally sustainable practices.