Digital customer service transformation at Vivid Group improves retail operations
Vivid Group, a retail and customer service provider, overhauled its fragmented support systems by implementing a comprehensive digital contact centre built on Microsoft Dynamics 365 Contact Centre.The project integrated voice, IVR, and multiple digital channels, fully connected with Microsoft 365 Customer Service tools, empowering agents to serve customers within a unified interface.This transformation included automation of routine processes and omnichannel support, leading to streamlined operations and improved response times for customer queries.TechLabs London, an MS partner, collaborated closely with Vivid Group, leveraging expertise in deploying Microsoft-powered platforms for large-scale digital transformation.Support from Microsoft FastTrack and Unified Support teams further ensured seamless deployment and integration with existing business processes.Operational outcomes include streamlined customer service operations, improved productivity of service agents, enhanced customer satisfaction, and more agile multi-channel customer engagement.The transformation enabled Vivid Group to better handle increased customer volumes, reduce manual processes, and deliver consistent and efficient support across all touchpoints.