Previously, customer service at Kristiania was characterized by several different systems. It was difficult to get a complete overview of all inquiries - and almost impossible to gain a 360-degree understanding of the student or applicant.
Kristiania has around 25 student ambassadors who work with customer service. That means a great need for efficient onboarding and easy knowledge transfer. Without a unified contact center, training took a long time - and it was challenging to ensure a consistent way of working across the team.
Efficient and unified customer service across channels
To meet the challenges, we agreed on clear goals:
- Handle inquiries across channels in one unified solution
- Bring all communication related to a student or applicant together in one platform
- Reduce case handling time and increase response speed
- Streamline onboarding and knowledge transfer
- Introduce more intuitive tools to reduce training needs
- Strengthen self-service solutions
- Improve follow-up through automation and better data foundations
Integrated telephony
ProsessPilotene implemented Contact Center in Microsoft Dynamics 365, which brings together all customer dialogues and inquiries in one platform. This provides better oversight, more efficient case handling, and a more holistic customer journey.
Telephony functionality was integrated through Ctelo Voice, where Ctelo served as the telecom partner. This contributed to seamless handling of both incoming and outgoing calls directly in the CRM solution. Read more about the partnership with Ctelo
Halved case handling time - with increased volume!
The results of the project have been significant for Kristiania:
- Average response time reduced from 201 seconds (2023) to 43 seconds (2024)
- Case handling time reduced from 15.5 days (23,000 cases in 2023) to 8 days (56,000 cases in 2024)
In addition, Kristiania has achieved a more efficient customer service day-to-day, faster onboarding of new employees, and a more streamlined work process. With better structure, more automation, and consolidated information, the team can now spend more time on personal follow-up and less time on administration.
Below you can see the architecture for the telephony solution integrated into the contact center:
All in one place: Contact Center
With Microsoft Dynamics 365 Contact Center Kristiania has gained a modern and scalable customer service platform. The solution has delivered faster response times, more efficient case handling, and a better experience for students and applicants.
Read about how Contact Center delivers an optimal customer service experience
Streamlining customer service
Would you also like to bring customer dialogue, telephony, and case handling together in one solution? Contact ProsessPilotene for an informal conversation about how Dynamics 365 Contact Center can streamline customer service in your organization.
