GMCS automated contact center of Leroy Merlin Vostok with Microsoft Dynamics 365

GMCS developed a service management system based on Microsoft Dynamics 365 for Leroy Merlin Vostok, the Russian division of the international retailer Leroy Merlin.

Based on Unified Service Desk (USD) for Microsoft Dynamics 365, the solution integrates several media channels required for the prompt customer request process. It has replaced a previously used solution based on Russian software.

Already in the first three months since the solution has been launched, the First Call Resolution index (FCR) measuring the percentage of customer calls that are resolved in a single engagement, has improved. When a call is coming in, an operator sees the customer profile and service history including past purchases and requests in a single interface. The operator does not have to switch between systems as it was previously. There is also an intelligent help system with text messages appearing during the conversation and aimed at assisting operators in solving customers’ issues as efficiently and quickly as possible. USD is integrated with Voice over Internet Protocol (VoIP), e-commerce order management system, retail network data (store locations, opening hours) and customer data, Leroy Merlin Vostok merchandise catalog.

The process of customer satisfaction measurement has been also automated: customers can rate the service after the conversation with an operator. Then the CRM system gets this information and calculates the average score on its basis. This score is displayed in the form of emoji in a customer profile.

The project was launched in April 2018. Since November 2018, over 200 call center operators have been using the solution to process more than 10,000 requests a day.

“For task solving we used our experience and existing practice in the field of call center automation. USD for Microsoft Dynamics 365 has flexible functional capacity and technological advantages for effective incoming call processing, customer acquisition and further omnichannel system development. At the moment our experts provide technical support and the further system development,” said Ludmila Gaydinova, Business Director, GMCS.