- There's nothing like solving a problem
that just feels a little bit unsolvable.
- The scale of our business
obviously is an incredible opportunity
and quite a challenge.
1 billion consumers,
millions of small and medium enterprises,
and 10,000 of the biggest
customers in the world.
As we started our journey,
we had over 16 different
case management platforms.
Any one individual was
using hundreds of tools.
We had complexity
that made our support
engineers lives more difficult.
We knew that Dynamics was
capable of that kind of scale.
We also thought there was
an incredible opportunity
for us to really demonstrate
that to the market,
to our customers, and to ourselves.
One of the ways in which D365
really helps our engineers
is by consolidating different tool sets
into what we call a single pane of glass.
- One of the single biggest asks
from all of our support engineers
was get me consistent tools.
- [John] The ability to have
everything in one location
made their lives a lot easier.
- [Geoff] We've seen average
handling time reduce.
We've seen first call resolution increase.
We've seen our customer
satisfaction continue to improve,
consumer cases be able to
be solved minutes faster,
commercial cases, often
hours or even days faster.
- The thing I'm most excited about
is how we are bringing AI specifically
in the form of Copilot into
that single pane of glass.
- It's called Copilot for a reason
'cause it sits right next to us
and helps us do the things
that we need to offload.
- [John] It does the
things that the engineers
don't want to spend their time doing.
- [Ric] We don't necessarily
have to do all these things
that are massively administratively heavy.
Maybe we get to go a little
bit deeper into a technology
that we didn't necessarily
have time for before.
- Copilot's incredibly powerful,
letting us do what you can imagine.
- We're stepping into a whole new universe
of what's possible
and what's actually something
that we can do right now.
- [John] The customer is
able to provide their intent.
We're able to determine that intent.
We're able to put it into the system
in a way to route it
to the right engineer.
That engineer is then able
to pull that information up on the screen
and leveraging Copilot,
they're able to get a good summary
and bring knowledge in about the issue
that the customer is reporting.
- Federating in rich knowledge
in the context of the case
given the customer's problem
and putting the right information
at the fingertips of a support engineer.
- Things that we were not capable
of doing yesterday become possible now.