Argano

Solution: ILS engaged Argano to implement Dynamics 365 Customer Service with Power Platform Virtual Agents and Argano's CX Connect Contact Center extension, adding chatbots, voice recognition and intelligent call routing across chat, SMS, telephony and social channels into one repository.

Results: Call abandonment fell 18% in the first three weeks, wait times dropped 20%, and call handling times fell 15%; ILS plans to add Dynamics 365 Marketing and Sales next.

“It was really important for us to have a partner that had the necessary insight and experience with Dynamics 365 to help us meet our goals - particularly around the new voice channel capability in Dynamics 365 Customer Service. Argano had both the development and consulting expertise we were looking for to enable our omnichannel solution.”

Solution: With Argano, NAPCO deployed Dynamics 365 Customer Service to build a customer-facing knowledge base, unify customer and order data, and enable remote technical support hiring; an Argano-built integration converts email enquiries into service cases automatically.

Results: NAPCO quickly published a knowledge base of nearly 500 articles, on track to exceed 1,000 within 12 months, and expects first contact resolution to rise from around 50% to over 75%.

“What makes this successful, and ongoing, is the capabilities of the technology coupled with the capabilities of the people at Argano. The team helps make our ideas into solutions that meet our needs. They transform our ideas into realities.”

Solution: Argano upgraded Axon to Microsoft Dynamics 365 Finance and Supply Chain, added a rapid-deployment data warehouse and one-step consolidation management, and built a custom integration flowing Salesforce-generated invoices into Dynamics for invoicing and receivables.

Results: Axon eliminated manual planning and forecasting, improved inventory accuracy and speed from design through distribution, and integrated sales, returns, warranties and customer data so it can pull data across the business.