Digicel processes more calls with Microsoft CRM

“Digicel’s number one priority is to provide fantastic service to our ever-growing customer base. We needed to replace our in-house systems for our main customer care operation centres to keep up with our rapid growth. We considered a variety of CRM systems, however, none were flexible enough for our business to provide acceptable lead times to readiness for production use. Digicel saw the scope that Microsoft CRM had and worked in partnership to innovate and evolve it to deliver excellent service in a high-volume call centre environment,” said John Riordan, Digicel group IT director/CIO.

The implementation of Microsoft Dynamics CRM in Digicel’s biggest customer care centre in Jamaica took less than six months and was deployed to over 300 users processing almost one million customer calls/tickets per month.

“We would rate the transition (to Dynamics CRM) as being one of the most straightforward ones for major system integration. It did not at any point require us to cease operations,” says Riordan.

“We are happy to see customers like Digicel using the Microsoft Dynamics CRM platform in unique ways to increase productivity, collaboration and user adoption while reducing costs,” said Felipe Sanchez, director, Microsoft Business Solutions for Latin America and the Caribbean. “Recent studies commissioned by Microsoft indicate that deploying Microsoft Dynamics CRM 2011 has the potential to provide a solid ROI through quantifiable productivity benefits for people and processes, and companies looking to implement Microsoft Dynamics CRM 2011 can anticipate significant productivity gains and cost savings.”