AlphaBOLD revamps JWC Environmental's contact center solution

Customer Challenges

As JWC Environmental began to be recognized globally for its innovative offerings, it became necessary to ensure that its internal business processes reflected quality and efficient customer service management.

The company needed to optimize its customer service process flow to streamline the way it did business; and it urgently needed to address key roadblocks such as outdated customer service, disconnected and delayed processes, and a reliance on manual case management.

Partner Solution

AlphaBOLD and the JWC team worked together to address these challenges by streamlining JWC's customer service. After preliminary discussions, both parties concluded that Unified Service Desk for Dynamics 365 Customer Engagement was the most appropriate solution for JWC's customer service revamp.

These new functionalities and capabilities empowered JWC to implement an integrated, efficient flow that made more innovation possible. AlphaBOLD checked in with the JWC technicians after every phase was implemented to ensure effective execution. 

Customer Benefits

Call center agents can now utilize Unified Service Desk for Dynamics 365 Customer Engagement to leverage customer information and effectively respond to issues and inquiries. Via USD, the JWC team can focus solely on their customer service and have the necessary case information  available the moment they need it. Now, thanks to AlphaBOLD, Unified Service Desk, and Dynamics 365, JWC has vastly enhanced the productivity of its call center operations.