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C9524-2000

US distributor of office products chose Flintfox and Dynamics 365 for Customer Engagement

INDUSTRY Distribution
COUNTRY United States
PLATFORM Dynamics 365
PRODUCTS Flintfox Dynamics 365 for Customer Engagement


This company is a privately held American office products distributor headquartered in Brockton, Massachusetts. The company was founded in 1898 and has been family owned ever since. They are the largest independent Office and Janitorial Supplies Distributor in the US with annual revenue of approximately $2 billion across 65 locations. The
company has more than 3,600 employees, leases 1,100 delivery trucks and services more than 300,000 businesses nationwide. The company wanted to be on the latest Microsoft platform and was looking to upgrade from Dynamics AX2009.

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Why they chose Flintfox

The Flintfox solution provided the following benefits:

  • Increased speed of customer service processes via automated support inboxes accessible by the entire team, configurable dashboards and data visualisation tools to gain actionable insights.

  • Streamline business operations with robust CRM strategies to develop a reputation as a customer focused company.

  • Create system to integrate all channels of building the customer relationship. Chat, email, phone all populated and handled in a single client.

  • Automated telephony and chat integration.

  • Single client to access and read data from both the ERP and CRM systems.

The Challenge

The company did not have one centralised place to gather and store all of the data from their customers. For example, they had 500 customer service agents in their call center. manually taking phone calls and switching between different systems to gather client information. Due to this they were challenged to manage their customer service operations in a cost efficient manner which resulted in:

  • Longer wait times and response times, to get answers back to customers.

  • Company customer service representatives spending extra time and effort to get client data, knowledge and insights.

  • Low visibility of shipments and backorders.

This distributor understood that, in their current situation, they could face a decrease in their customer lifetime value. They attempted to build internal homegrown solutions, but these were costly and did not meet their long term needs.

The business was growing and their existing issues would have continued to worsen, possibly preventing them from scaling further if they didn’t take immediate action. Thankfully Flintfox had the knowledge and expertise to provide a beneficial solution.

 

The Solution

Along with Dynamics 365 for Customer Engagement, The company also chose Flintfox to implement two additional ISV solutions:

  1. Live Assist for Dynamics 365

  2. Telephony - Ogate Intelli CTI


These solutions provided the following benefits:

  • Convergence of various systems into one centralised network.

  • Helps streamline customer service operations and sales.

  • Increased organisational productivity and improved customer service.

  • Happy satisfied customers that are much more likely to stay loyal.

  • Ability to create meaningful, personalised customer experiences to improve sales growth.
5 stars
"Dynamics 365 Customer Engagement has been a lifesaver for me when it comes to the rapid nature of our calls. Since I can have
multiple sessions open at once, I can still answer an incoming call and not lose the account information I was working with
prior to taking the call. This allows me to prioritize the inbound customer and still go back to my previous issue when time allows."

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