The toll service provider's customer service center juggles multiple toll schemes and issuer business tasks. One major headache was processing refunds for misclassified payments on the Great Belt Link, requiring bank transfers. After rolling out D365 CS (customer service), the aim was to leverage the D365 platform to streamline refund processes. The refund process, rife with transactions and manual checks, was a perfect candidate for automation.

Kopenhagen Konsulting mapped the entire process and conducted an optimization analysis, crafting a business case for automating the refunds. With an ROI of under two years, the plan got the green light. We partnered with customer service, IT, and finance departments throughout implementation. This included specifying requirements, managing development with an external supplier, and overseeing testing and rollout. The solution used active web components, D365-Customer Service for case management, and D365 FO for automating bank payouts. This overhaul slashed process times from 18 to 7 minutes per case, quadrupling efficiency.

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