ConvaTec next worked with eLogic to roll out their Dynamics 365 Customer Service solution, connecting its Sales team to Customer Service with integrations back to their ERP system. All lines of business were now handling customer details and orders and passing them to their ERP for fulfillment. Dynamics 365 was also tracking sales and insights, and feeding them to ERP, all while sharing data and insights across the enterprise.
With enhanced customer service, ConvaTec now had multiple ways to connect with customers, track their information, and fulfill their needs. Aside from online order taking, they also automated communications including order summaries and patient/consumer feedback surveys for continuous improvement, and case management, including complaints, product requests, queues, and a knowledge base with product information to give service reps the information they needed to better help consumers. And it was all was integrated into ConvaTec’s consumer-facing websites, like OstomySecrets.com, and Dynamics 365, SharePoint, and OneDrive.
Faster Service with a Unified Interface
When Microsoft released the Unified Interface, eLogic supported ConvaTec's organization-wide upgrade. ConvaTec has seen powerful results, including increased load speeds of over 90%. The work that goes into bringing a product to market is invaluable. But what the customer gets out of it is equally important. ConvaTec is realizing that every day through a single platform that connects their sales, distribution, and leadership to provide an outstanding customer experience.