30% Reduction in Service Desk Operational Overhead | Legacy v9 to Dynamics 365 Cloud Modernization
Automated AI-Driven Case Classification| Improved Agent Resolution Time |Cloud-Based Centralized Visibility
At a Glance
| Industry | International Retail & E-commerce Helpdesk |
|---|---|
| Services | Dynamics 365 Upgrade Services, AI-Driven Case Routing, Omnichannel Integration, v9 to SaaS Cloud Migration |
| Challenge | Rising maintenance costs of outdated v9 infrastructure, siloed communication channels, and inefficient manual ticket assignment. |
| Solution | Upgraded platform to the latest cloud-native Dynamics 365 Customer Service environment and deployed automated AI-driven case classification. |
| Key Result | Reduced overall operational overhead by 30%, improved agent resolution time by 25%, and achieved 100% cloud-based centralized visibility. |
About the Client
The client is a multinational retail group managing a high-volume helpdesk that handles millions of customer inquiries annually across 12 countries. Its support staff manages thousands of order tracking and returns, as well as complex multi-currency refund reconciliations.
The Challenge
The client’s support operations were anchored to an on-premise Dynamics v9 installation that had become a significant financial and operational burden.
They approached Aegis Softtech to migrate to a scalable, cloud-native environment that could unify their channels and leverage AI to handle the manual workload:
- Rising Infrastructure Costs: Maintaining local server farms to keep the v9 system running required constant patching and hardware investments. This was draining the client’s IT budget.
- Siloed Communication Channels: Their email, social media, and live chat tickets lived in separate dashboards. Consequently, their agents had to constantly switch between windows, which was leading to context loss and duplicate responses.
- Inefficient Manual Routing: Their client’s upervisors were spending hours every morning manually assigning ticket queues. An unavailable supervisor meant a stalled queue and a massive backlog.
- Scalability Limitations: During peak holiday seasons, their legacy system struggled to handle increased traffic. This was causing system latency that frustrated both agents and customers.
The Solution
Our Microsoft Dynamics team performed a comprehensive platform modernization, focusing on unification and automation.
Omnichannel Unification & Cloud Migration
We centralized their entire support ecosystem into a single source of truth:
- Unified Dashboarding: We migrated disparate channels into the modern Customer Service Workspace. This provides their agents with a 360-degree view of the customer’s interaction history.
- Seamless v9 to SaaS Transition: We utilized our proprietary migration framework to move vast, complex historical case data into the cloud while maintaining full relational integrity.
AI-Driven Case Routing & Classification
We replaced manual ticket triage with intelligent, automated systems:
- Sentiment & Topic Analysis: Our team configured AI models to scan incoming tickets, classify them by intent, and automatically route them to the most qualified agent.
- Load-Balanced Queue Distribution: We implemented real-time routing logic that balances ticket volume across available agents. This prevents burnout and ensures fast response times during spikes.
Technical Layout of the Helpdesk Modernization Pipeline
| Update Phase | Technical & Engineering Execution | Core Platform Architecture Feature | Global Operational Impact |
|---|---|---|---|
| Legacy Assessment | Delta-discovery of v9 custom workflows | Microsoft Dataverse Compatibility | Identifies workflows that can be replaced by native cloud automations. |
| Integration Build | Connecting channels to Unified Interface | Power Platform API Connectors | Creates a unified communication bus across phone, web chat, and email. |
| AI Implementation | Training topic-based classification models | AI-Driven Routing Rules | Automatically deals with 90% of tickets without human intervention. |
The Results
Our Dynamics 365 services upgraded the client from the legacy v9 platform to an AI-supported cloud environment delivered measurable results:
- 30% Reduction in Operational Overhead:
Their ongoing support costs lowered because we automated ticket routing and removed physical server maintenance. - 25% Improvement in Resolution Time:
Their agents now resolve tickets faster with fewer clicks because of AI-assisted routing and unified dashboards. - 40% Fewer Duplicate Tickets:
The new omnichannel consolidation ensured that if a customer emailed and chatted about the same issue, the system merged it into one record. This ends redundant work. - Zero Infrastructure Maintenance:
We shifted the client to SaaS. Their IT team has since regained 15+ hours per week previously spent on server patches and hardware upkeep.
What Made the Difference?
Intelligent Skill-Based Routing Logic
We configured the system to recognize agent strengths, ensuring AI classifies tickets by both topic and complexity. Simple return requests go to junior staff, while complex, multi-currency financial inquiries are automatically escalated to senior financial support agents, drastically increasing first-contact resolution rates.
Omnichannel Data Consolidation
The client was losing a lot of time when agents switched between systems. We eliminated this by embedding all communication channels into the Dynamics 365 workspace. Their agents can now respond to an email and chat via SMS without leaving the central customer profile screen.
Pilot-Driven Adoption Strategy
We implemented the new system for a single region first. This 4-week pilot allowed us to train the AI on real-world local language nuances and edge cases. Once the system was optimized, we rolled it out to the remaining 11 regions. This resulted in a near-zero productivity dip during the global transition.
Technology Stack
- Dynamics 365 Customer Service (SaaS)
- Power Automate for cloud-based task orchestration
- Dynamics 365 AI-driven routing and agent assistance
- Azure Data Factory for secure v9 database migration
Is Your Legacy Support Infrastructure Raising Your Costs?
Whether you are struggling with outdated v9 software or want to implement AI-routing to reduce your manual workload, our certified Dynamics 365 experts can help you build a high-performance support ecosystem.
Talk to a Dynamics Upgrade Specialist
*Client identity is confidential. Project details verified through internal delivery records. Reference available on request.*