A fast-growing UAE bank struggled to provide consistent, timely support across multiple communication channels, including IVR, mobile apps, email, chatbots, and branch visits.
Industry
Support Process Modernization with CRM
Location
United Arab Emirates
Client Overview
Business Challenges
Prospect Customer Data Fragmentation
Fragmented Tickets and Statuses
Customer queries were scattered across systems with no unified visibility.
Manual, Error-Prone Ticket Handling
Inefficient workflows caused delays and errors, reducing customer satisfaction.
Low Operational Efficiency
Support teams wasted time coordinating across systems, limiting responsiveness and resource utilization.
inoday Solution
inoday implemented Microsoft Dynamics CRM tailored for omnichannel ticket management coupled with intelligent data harmonization:
- Integrated IVR, email, chatbot, mobile, and in-branch ticketing channels into a centralized ticketing dashboard.
- Automated workflows with custom escalation methodologies and real-time alerts to both support teams and customers.
- Enabled intelligent segmentation and tracking for proactive issue resolution and performance insights.
Measurable Business Outcomes
- 50% faster ticket resolution times through automation and improved data visibility.
- 35% increase in support team productivity, allowing focus on higher-value customer interactions.
- Improved customer satisfaction scores, thanks to consistent and prompt communication.
- Optimized resource allocation through data-driven performance strategies.
Client Perspective
Unified Customer Data View
“The integration led by inoday gave us a complete view of support tickets and accelerated problem resolution, directly improving customer loyalty.”
Head of Customer Support, UAE Bank