Customer service was overloaded with redundant user inquiries like order shipping status. This hurt CSAT and time to resolution. As one of the fastest growing companies of their kind, they didn’t have the time or resources to create a clear path to resolution.

Before exploring a user-facing product, we discovered it took internal employees multiple clicks to find common order info.

We also noticed employees primarily communicated with Teams. Our bot helped them skip a few steps with an easy way to get the info they needed.

Now, just an order number or email brought them helpful order info without leaving Teams. All integrated with their existing systems.

Critical business information was not readily accessible between international business units. This resulted in miscommunication and lost sales opportunities. As a multinational organization with regional specific IT infrastructures, there wasn’t a clear cut solution.

Our research indicated that Microsoft Teams was their primary messaging solution across international locals. 

Furthermore, the existing process of accessing business critical information was either stored in difficult to reach knowledge repositories or was reliant on an employee response via email – that could some times take weeks. 

Our bot helped address both of these obstacles by centralizing access to critical information and making it automatically accessible without human intervention.

The bot also integrated with their existing Sharepoint knowledge base and integrated with their Microsoft Business Applications to access data. 

Compliance experts were overwhelmed with questions from new hires and existing workflows required several manual steps to complete. This increased resolution times and limited availability for high-value work. As one of the largest pharmaceutical companies in the world ensuring compliance is an imperative.

During our initial analysis of existing data, we were able to identify frequently asked questions that yielded significant bandwidth constraints. 

Additionally, we reviewed existing workflows and identified process improvements. Our bot was able to automate their existing manual workflows by integrating several disparate steps into a seamless experience. 

Now, new employees can get access to compliance information and services without overloading the compliance experts team. 

Human resources was overwhelmed with questions from employees regarding COVID-19 and remote work policies. This hurt resolution times, quality of service, and limited ability for high-value work. As a leading financial institution adapting to changing business conditions securing a solution was of utmost importance.

Our Microsoft Teams chatbot provided employees with actionable information on COVID-19 by leveraging a knowledge base from the CDC. 

Additionally, the bot provided HR guidance on remote work policies, reimbursement claims, and access to internal mental wellness programs. 

The chatbot enabled the human resources department to address employees inquiries and needs seamlessly and in real-time.

Sales team had difficulty accessing collateral on their sales enablement platform. This led to lost opportunities and limited availability for high-value work. As a results-driven organization, ensuring their sales force has the right tools is a necessity to increase close rates. 

Through Teams we were able to deploy a bot that accessed case studies, marketing decks, datasheets, RFP responses, etc. from their sales enablement platform. 

Additionally, our bot integrated with their Dynamics 365 instance to pull sales data on specific accounts and sales pipeline reports highlighting opportunities by sales stage. 

Now, sales reps and leadership can access sales collateral or sales reports instantly without leaving Teams.