Enhancing Customer Experience and Reducing Query Response Time by 40% with Microsoft Dynamics 365 CE

Our client is an Australia-based leader in music royalty collection and distribution, serving artists, publishers, and record labels, the organization plays a central role in ensuring fair and timely royalty payments across the music industry.

The customer faced operational challenges in efficiently managing inbound queries submitted through their online form on their website. Manual routing, delayed responses, and a lack of visibility into case status were impacting both customer satisfaction and internal productivity. Additionally, the internal teams lacked structured queues and dashboards to handle high volumes of service requests and artist engagements.

We designed and implemented a solution using Microsoft Dynamics 365 CE (Customer Service module), focused on:

• Automating case creation from web form submissions
• Intelligent routing of cases to appropriate teams based on query type and priority
• Building internal queues, dashboards, and SLAs to ensure timely responses and closure
• Providing transparency and auditability for customer communications

• 40% improvement in response time to customer queries
• Reduced manual effort by automating routine assignments and follow-ups
• Higher satisfaction scores from artists and partners