Handle 9,000 customer inquiries every week efficiently and with high-quality process

Shorter processing times for customer inquiries thanks to Dynamics 365

ifolor is an international online service provider for personalized photo products for end consumers. The company offers a range of high-quality products for any occasion: photo books, photo canvas, digital photos, and various photo gifts. The ifolor brand was founded in 1961 as Photocolor Kreuzlingen AG and is now the market leader in Switzerland with Ifolor AG and in Finland with Ifolor OY. The company’s two production sites are located in Kreuzlingen on Lake Constance and in Kerava near Helsinki in Finland. From these two locations, ifolor now supplies customers in 15 European countries. As a company, ifolor distinguishes itself by the fact that it has successfully completed the transformation from photo laboratory to service provider in the digital photo sector.

 
ifolor
 

9000

Customer inquiries weekly
Shorter processing times for requests
Central hub for customer service

Initial situation

With around 2.5 million customers, ifolor receives up to 9,000 customer service requests every week. Happy customers are ifolor’s top priority, so customer service and its applications are at the heart of the solution. In addition, the company is under considerable competitive pressure from suppliers from abroad. For these reasons, the efficient and professional processing of customer inquiries is essential for the company’s success.

Solution

At ifolor, Microsoft Dynamics 365 for Service was implemented as a contact center solution to enable customer service inquiries to be systematically and accurately recorded and processed. The entire service area of Dynamics 365 was used as a basis, and the contact center staff can also access customer orders and invoices in Dynamics 365 for Finance & Operations quickly and easily from the application. This gives employees a 360° view of the customer. The solution was also linked to the call center telephony solution to enable automatic searches for contacts in the CRM system. ifolor uses the possibilities offered by Dynamics 365 not only in Switzerland but also internationally.

«The Dynamics 365 solution from isolutions provides us with a central customer hub, which enables us to enhance the quality of our customer service and at the same time reduce processing times. Customer satisfaction is increasing and that gives ifolor a competitive edge.»

Christian Kupferschmid, Head of Group IT, Ifolor AG

Benefits of the solution

  • The new solution is the central hub for customer service. By connecting the ERP system and the production planning system (PPS), a contact center solution has been created that provides an all-round view of the customer.
  • The solution has significantly shortened the processing times for inquiries. Through this reduction, customer satisfaction can be increased.
  • Due to the intuitive operation of the solution, the training time for temporary employees during the peak season was shortened.
  • Employee satisfaction is enhanced by a modern application platform, which also leads to shorter processing times.

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