Revolutionise Customer Engagement with AI
With Microsoft Dynamics 365 Contact Center, ATS helps businesses in the Middle East and Africa region unlock the potential of AI-driven contact centre solutions, streamlining customer engagements across channels to deliver exceptional service experiences.
Deliver Smarter Service Across Every Channel
Dynamics 365 Contact Center is a cloud-based platform designed to transform customer service by integrating AI into every interaction. This solution unifies customer touchpoints to deliver fast, efficient service while reducing operational costs.
With ATS, the best Microsoft solutions partner in UAE, Egypt and Saudi Arabia businesses can personalise every customer interaction, enabling seamless service delivery while improving response times and boosting productivity.
Advanced Tools to Enhance Your Service Operations
Omnichannel Engagement
Engage customers across various platforms—voice, web, SMS, email, and social media—all within a unified system. ATS customises the Dynamics 365 Contact Center to deliver seamless experiences and faster resolutions.
Benefits:
- Unified customer engagement across channels
- Faster response times with seamless transitions
- Enhanced customer satisfaction through personalised interactions
AI-Driven Automation
Use AI-powered tools to deliver self-service options, such as conversational IVR and chatbots. ATS ensures businesses using Dynamics 365 Contact Center can improve self-service, reducing call volumes and improving customer satisfaction.
Benefits:
- Reduced wait times with self-service
- Enhanced automation for routine tasks
- Improved customer experience with personalised service
Intelligent Routing
Automatically route inquiries to the most appropriate agents based on their skills and availability. ATS integrates Microsoft Power Platform to ensure your contact centre assigns the right tasks to the right agents, improving efficiency.
Benefits:
- Higher first-contact resolution rates
- Increased agent productivity and efficiency
- Reduced operational overhead
Real-Time Insights and Reporting
Gain actionable insights with AI-driven reports that monitor customer interactions and agent performance. ATS leverages Dynamics 365 Contact Center to provide real-time dashboards that improve decision-making.
Benefits:
- Data-driven decision-making with real-time insights
- Improved operational visibility
- Optimised workforce management
Why ATS is the Right Partner for You?
Your Trusted Partner for AI-Driven Customer Service
Tailored Solution
We design and deploy contact centre solution that align with your customer engagement strategy and operational goals.
Expertise in Dynamics 365
ATS implements Microsoft Dynamics 365 Contact Center in Egypt, UAE, and Saudi Arabia, ensuring seamless integration tailored to your business needs.
Ongoing Support
Our team provides continuous optimisation to ensure long-term success and efficiency.
Driving Impact
ATS helps businesses enhance customer satisfaction and streamline service operations with Dynamics 365 Contact Center.
Seamless Implementation for Lasting Results
Assessment
Assessment
Implementation
Implementation
Planning
Planning
Optimization
Optimization
We follow a structured approach to ensure the successful deployment of Dynamics 365 Contact Center
Success Stories
Confronted with mounting service inefficiencies and a rapidly evolving market, ElAraby Group—an industry leader in electronics and home appliances manufacturing—needed a game-changing solution to revitalize their after-sales operations. Burdened by a heavily customized and underperforming CRM system, the company struggled with sluggish performance and reduced productivity.
Recognizing these challenges, ATS introduced the innovative After-Sales Service Automation (ASSA) solution powered by Microsoft Dynamics 365 Field Service, unlocking seamless operations and elevating customer satisfaction to new heights.
About the Organization
ElAraby Group is a prominent manufacturer and distributor of consumer electronics and home appliances. Their existing Dynamics 365 CRM system was extensively customized to manage after-sales service installation and maintenance orders. However, this solution struggled to adapt to rapid market changes, leading to system performance issues and decreased team productivity.
Client Testimonial:
“The commitment and professionalism of About The Solution team was evident from the very first project they helped us with; Sales/Dealers Solution which they were able to be live within one month! Paying attention to detail while utilizing best practices and applying the latest technologies helped us to achieve the business goals of;
- Improving dealers/merchants’ experience
- Increasing sales productivity
- Real time order tracking
Recently, we awarded About The Solution another project as part of our Digital Transformation roadmap providing our sales team with the right information to enrich the ELARABY dealer/customer experience.”
Islam El-Araby, ELARABY Senior Head of Retail Sales Channel, El Araby Group, Cairo
Challenges
ElAraby Group encountered several operational challenges in their after-sales service department:
- System Performance: The existing CRM system was slow and inefficient due to heavy customizations.
- Productivity Constraints: Reduced efficiency among departments and technicians due to workflow bottlenecks.
- Customer Service Limitations: Inconsistent and delayed handling of customer service requests.
- Spare Parts Management: Lengthy processes for requesting and booking spare parts.
- Scheduling Inefficiencies: Difficulties in managing and monitoring maintenance and installation orders.
Solution
To address these issues, ATS implemented the After-Sales Service Automation (ASSA) solution powered by Microsoft Dynamics 365 Field Service. The comprehensive solution included:
- Integration of CRM, portal, and mobile access for seamless communication between ElAraby and both internal and external technicians.
- Utilization of Dynamics 365 features such as the schedule board and work order integration with call center cases.
- Streamlined processes for scheduling, spare parts requests, and work order management.
The solution not only unified the organization’s sales operations but also addressed their need for scalable, data-driven decision-making tools.
Benefits
The ASSA solution delivered significant improvements across ElAraby’s after-sales service operations:
- Enhanced System Performance: Improved system stability and responsiveness.
- Increased Productivity: Higher efficiency among departments and technicians through optimized workflows.
- Superior Customer Service: Faster and more effective handling of customer inquiries and service requests.
- Efficient Spare Parts Management: Quicker processing and booking of spare parts.
- Streamlined Scheduling: Simplified scheduling and monitoring of maintenance and installation orders.
Conclusion
With the deployment of the ASSA solution, ElAraby Group has transformed its after-sales service operations, achieving higher efficiency, better customer service, and scalable processes to support future growth. ATS’s strategic implementation of Microsoft Dynamics 365 Field Service has empowered ElAraby to meet market demands and enhance its service delivery.
Ready to Leverage the Power of Customer Insights?
Let ATS guide you in unlocking the full potential of Dynamics 365 Contact Center. Contact us today to learn more about how we can help you achieve your business goals.
