When global tech leader Xiaomi encountered challenges scaling customer service across 100+ markets, it turned to Microsoft Dynamics 365 and Power Platform. Get the story on how integrating the two helped Xiaomi reenvision its service model to create efficiencies and delightful customer experiences.
What challenges did Xiaomi face with its customer service?
Xiaomi faced challenges due to the use of siloed service tools and channels, which hindered the ability to provide a consistent customer service experience across different countries. This fragmentation made it difficult to consolidate processes for rapid global expansion and accurately track spare parts.
How did Xiaomi improve its customer service?
Xiaomi adopted Microsoft Dynamics 365 Customer Service, Power Platform, and Dynamics 365 Supply Chain Management to create a unified customer relationship management platform. This integration allowed for a comprehensive omnichannel experience, including live chats, customer calls, and email support.
What impact did the new system have on Xiaomi's operations?
Since launching the new system, Xiaomi has achieved a unified workbench for multiple communication channels, improved inventory management, and enhanced visibility across its global post-sales supply chain. The system now supports operations in 34 countries and 19 languages, streamlining processes and improving customer service efficiency.
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