Elevating Ufone’s Customer Experience Using Microsoft Dynamics 365

LMKT has recently been awarded the project to upgrade Ufone’s existing complaint management system to the enhanced Microsoft Dynamics 365 for Customer Service solution. The updated solution will enable Ufone to respond to customer queries and complaints more effectively through an integrated and streamlined system.

Ufone is one of the very few telecommunications company in Pakistan to take advantage of the enhanced customer insights offered by Microsoft’s unified enterprise recourse planning (ERP) and customer relationship management (CRM) suite. Once fully deployed, the cloud-based solution will enable Ufone to analyze and truly understand its customers’ journeys through pre-built KPIs. This will result in a platform offering complete visibility to CRM teams across all customer touch-points.

The turnkey solution’s key features include agent enablement, engagement across multiple channels, self-services, built in digital intelligence and a unified knowledge platform. LMKT will be providing data migration, integration and configuration services to ensure a seamless interface with the existing data network used by Ufone. Through this solution, Ufone will be able to anticipate and adapt to the changing demands of customers through the built-in business intelligence modules. Furthermore, the Microsoft Dynamics solution will also offer detailed insights about customer behavior and various patterns based on historical interactions and data. Ufone customers will have access to an online platform to get real-time help from peers or assisted support by using their mobile devices.

The scope of work includes integrating Teradata Warehousing with Dynamics 365 – a first in Pakistan – and incorporate services such as MS Azure Cloud Services and Azure Web Jobs as middleware for moving heavy data across multiple channels and systems. The cloud-based solution will be robust enough to process more than 100,000 tickets and complaints daily without any impact on performance.

LMKT is working with leading telcos and multinationals in Pakistan to help them transform their customer experience through innovative CRM and big data solutions. The architecture of these solutions is completely extensible allowing companies to add additional features and functionalities including sales, field service, operations, marketing, financials and project service automation that work together seamlessly.