“In four months, we created a unified knowledge base and built multiple scenarios that made it easier than we’d imagined to support our HR Advisors.” Phil Gillingham, VP, HR Service Delivery, Microsoft These results were achieved internally at Microsoft, because we love to be our own test subjects. By putting Microsoft Dynamics 365 Customer Service to work for our own teams first, we proved its ability to simplify processes and deliver measurable impact: ✅ 20% increase in case throughput ✅ 72% monthly active user adoption rate Read the full story: https://msft.it/6044Q18Vp

Results like this show how ERP and CX platforms are moving beyond systems of record toward what we describe as Enterprise Resource Automation -where knowledge, scenarios, and AI actively orchestrate work, not just support it

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