Sandvik Coromant Unifies Global Customer Service with AI-Enhanced Dynamics Platform
Sandvik Coromant, part of the Sandvik group, is a leader in manufacturing tools and machining solutions. The company faced challenges due to fragmented customer data and case management systems. In 2018, it consolidated support centers and rolled out Dynamics 365 globally to standardize workflows and offer a unified customer service hub. In 2019, Sandvik Coromant further enhanced its service with Dynamics 365 case management, merging Sales and Customer Service for a 360-degree customer view. The implementation of Microsoft Digital Contact Center Platform and Digital Messaging for Dynamics 365 provided agents with omnichannel, intelligent communication, including chat and voice capabilities from a single dashboard. Customer satisfaction increased dramatically, with average scores rising from 3.5 to 4.5 out of 5 and response times dropping below 30 seconds. Microsoft Copilot generative AI is being piloted to automate case summarization and provide agents with easy access to historical interactions, further boosting productivity and satisfaction. Innovation continues with plans to deploy AI-powered chatbots and agent assistants, all aimed at enhancing customer experiences and driving sustainable operations across geographies.
- Organization
- Sandvik
- Industry
- Manufacturing
- Location
- Sweden
Reported outcomes
−27%
timeTime & speed
Strategic outcomes
Primary read
Use case focus
Showing 3 of 3
- 1Unified Digital Contact Center for Global Manufacturing
- 2AI-Powered Case Summarization for Support Agents
- 3Omnichannel Customer Interaction and Sentiment Analysis
- Disparate systems for customer data and case management inhibited efficient service and support consistency.
- Global growth demanded standardized processes and customer interaction workflows.
- Agents required access to comprehensive, real-time data for faster, targeted resolution.
- Legacy tools limited the ability to provide seamless omnichannel service and leverage new AI innovations.
- Consolidated case management and unified customer data with Dynamics 365.
- Deployed Microsoft Digital Contact Center Platform and Digital Messaging Add-in for omnichannel support (chat, call, email) in a single dashboard.
- Piloted Microsoft Copilot for AI-driven case summarization and automated insights.
- Added voice capability and customer sentiment tracking to further enhance service quality.
- Ongoing rollout of AI chatbots and digital assistants for customer self-service and agent support.
- Wait times decreased by 27% and call abandon rates fell by 14%.
- Customer satisfaction scores rose from 3.5 to 4.5 out of 5, surpassing goals.
- Response times consistently under 30 seconds.
- Empowered agents reduced escalations thanks to a unified customer view.
- Set a new industry benchmark for global, AI-powered customer service.
Architecture
All frontline agents access a single Dynamics 365 dashboard integrating chat, email, and call channels. The Microsoft Digital Contact Center Platform, with Digital Messaging Add-in, centralizes communication and displays full customer histories. Microsoft Copilot provides AI-generated case summaries and insights, further integrated with customer sentiment analysis and survey data. Plans include AI chatbots for self-service and internal assistant bots for agent support.
Sources & evidence1
AI-generated summary. Verify important details with the linked sources before relying on this case.
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