With this remarkable growth, a digital presence has become indispensable for maintaining a close relationship with customers, ensuring that they feel listened to, valued and accompanied. In this sense, Customer Relationship Management (CRM) has emerged as a crucial tool for SATA's Customer Care team, playing a fundamental role.

But how did SATA find the ideal solution with myPartner?

Despite already having a CRM, it proved to be obsolete and limited to their growing needs. That's when myPartner stepped in, offering the Dynamics 365 Customer Engagement solution, adapted to SATA's specific Customer Service requirements.

How has CRM boosted SATA?

CRM is currently integrated into SATA's website. From the moment a customer registers through it, they have direct access to compliments, suggestions and complaints, all associated with their CRM profile. The Customer Care team can then contact them via email or telephone, keeping a complete record of interactions for effective and continuous follow-up. If the issue is not resolved within the department, the CRM allows the matter to be passed on to the relevant team.

But the improvements didn't stop there...

To complement Customer Service, myPartner implemented Power BI to meet SATA's analytical needs. Internally, additional documentation and process requirements were established, for which SharePoint was integrated. In addition, automatic flows and integrations were developed through Power Automate, and in satisfaction surveys, Customer Voice was used to ensure a complete view of the customer cycle.

SATA and myPartner have joined forces on a journey of innovation and excellence, guaranteeing superior customer experience and more efficient processes.

"With Dynamics 365 Customer Engagement, it's easier to process the information we receive and follow up on it."

Paula Botelho Ponte