Project Description

About Our Customer

The customer is one of the largest refrigerated storage specialists in the United States. The company provides sales, service, leasing, and support for thousands of refrigerators trailers, providing full lifecycle support for products requiring Cold Storage.

Systems + Devices Addressed

Key Challenges

The company had been using Microsoft Dynamics CE, NAV, and Azure, but had not been able to maximize return on investment by capitalize on key self-service features that streamline operations and improve the customer experience. In addition, the usage of Dynamics CE was limited and didn’t address key functional areas such as Service.

Limited customer self-service tools, resulting in heavy call volume to customer service and sales for common questions Manual creation and delivery of monthly customer usage reports was labor intensive and prone to error, plus the reports themselves were cumbersome with no search or customization capabilities Multiple systems were required to support their IoT data, resulting in customers having to log-on to different portals and having difficulty finding the information they need No use of case management, routing, or other service features to streamline and process requests

Solutions

Korcomptenz was selected as the partner of choice to deploy a next-generation Power App portal integrated with two custom Azure Apps for the following reasons:

  • Microsoft Dynamics 365 and Power App Portal expertise and Microsoft Gold Partner status
  • User experience, information architecture, and responsive design capabilities
  • Logistics and related industry experience
  • Agile approach to development and generating rapid results

We collaborated with the customer to identify their short and long term needs for the portal followed by design, development, training and deployment. The portal includes the following key features:

  • Secure account management and access with invitation only access to authorized customers
  • Sophisticated account hierarchy to display data and services based on the user’s specific role in the organization
  • Online case management for common requests with integrated processing in Dynamics 365 CE
  • Internet of Things data integration with an interactive dashboard and map to identify the location and status of assets
  • Robust, flexible reporting module with tools for users to customize, sort, filter, and download reports based on real-time data
  • Secure access to statements, invoices, and supporting documentation

Real World Benefits

The Power App Portal with custom Azure Apps and Azure B2C single sign on generated measurable results in the real world.

Reduced Call Volume Customer access to account information and self-service tools reduced customer service and sales call volume by almost 33%
Increased Efficiency Online case management and customer maintenance of data improved the time to process common requests by almost 25% and reduced errors by over 15%
Eliminated Manual Tasks Customer no longer needed to invest resources in generating and delivering monthly reports and other documentation to their customer base

Ready for the Future

Korcomptenz strives to develop lasting relationships with our customers and to implement solutions that are ready to meet the long-term needs of the organization. This case study details the first steps of an organization’s digital transformation journey and the company’s platform is ready to support emerging needs in the coming months and years.

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