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Sandvik Coromant delivers ultimate customer service with Dynamics 365
Sandvik Coromant's journey with Dynamics 365 started in 2016, when it piloted Dynamics 365 Sales in the United States. As its customer base expanded and diversified, the Sandvik team realized that to access the required deep knowledge of customer history they could no longer rely on multiple applications to manage daily business functions. Read Sandvik's story to learn why Sanika Bhagwat: Customer Interactions Process & Technology Manager said, "Dynamics 365 Customer Service is the thread that weaves [together] seamless experiences...enabling automation and AI possibilities for business growth and ultimate customer satisfaction." Ready to help your customers become more productive, profitable and energy efficient? can help you get started with Dynamics 365 Customer Service.
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Sandvik Coromant is part of the global industrial engineering group Sandvik and specializes in manufacturing tools and machining solutions for the metalworking industry. Founded in 1942, the company enhances productivity, profitability, and sustainability across various manufacturing sectors, holding over 1,700 patents and positioning itself as an innovator in the field.
How has Dynamics 365 improved customer service?
Since implementing Dynamics 365, Sandvik Coromant has transformed its customer service operations by consolidating support systems and creating a central global contact center. This has allowed agents to manage thousands of customer interactions daily more efficiently, reducing wait times by 27% and lowering abandon rates by 14%. The system provides a comprehensive view of customer data, enabling agents to deliver informed and relevant support.
What are the future plans for Sandvik Coromant's customer service?
Looking ahead, Sandvik Coromant plans to continue enhancing its customer service capabilities with further innovations in Dynamics 365. By the end of 2024, the global rollout is expected to be complete, and the company is exploring the use of AI, chatbots, and other technologies to improve customer self-service options and streamline agent support, ultimately aiming for greater efficiency and customer satisfaction.
Sandvik Coromant delivers ultimate customer service with Dynamics 365
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