Xiaomi Transforms Global Customer Service with Dynamics 365 and Power Platform
Xiaomi is a China-based electronics product manufacturer with global presence and immense popularity. The main challenge that Xiaomi faced was siloed tools and systems that were pulling them back due to uninformed decisions and a lack of collaboration. They were not able to offer personalized customer experiences.
Solution:
They implemented Dynamics 365 Customer Service, Power Platform, and D365 Supply Chain Management to offer omnichannel customer experience based on real-time data insights. They now serve customer requests over calls, chats, and emails.
Impact:
Xiaomi now has a new customer service system that covers 34 countries in 19 languages to make a real impact through personalized customer experiences. Post-services have reached 80 countries and 10 regions. The spare parts system supports over 40 warehouses and 700 multilevel branch organizations in the world.