From Manual Email Tracking to AI-Driven Queues Enterprise Case Management Modernization

Abstract

This article outlines the creation and implementation of a Dynamics 365 Customer Service solution, moving the manual email-based case handling of more than 1,500 Customer Service Representatives to an intelligent SaaS ecosystem. The new system automates the conversion of email to case, queue routing, enforcement of SLAs, along with real-time analytics, greatly reducing the lack of visibility (from 250 hours/month to 0 hours/month) and providing an annual ROI of $105,000. The 8-week pilot with 100 users from multiple sub-groups resulted in a 96% SLA compliance rate and an improvement in the average response time from over 24 hours to 3.2 hours and an increase in the average number of cases completed per agent per day (16.3). Important technical accomplishments include compliance with HIPAA and SOX, integration with CRM and SAP using Power Automate, and creation of other efficient routing rules. Additional plans for this new system include expanding to other channels, adding GenAI auto resolution capability, developing the ability to use data to predict the workforce requirements of the future, establishing customer service as a key asset driven by data and creating reusable reference architecture to facilitate scalable modernizing efforts for Corporations.