AI Support Automation for Global FMC
Industry
FMCG
Location
Global
Team size
4
Project information
Overview
A global consumer goods company operating across multiple markets ran client and vendor support on a custom-built legacy system that required ongoing maintenance and could not scale with growing request volumes. A large share of support cases were routine and repetitive, yet handled manually — consuming team capacity and slowing response times across regions.
CodeIT modernized the support infrastructure and introduced AI-driven automation built on Microsoft Dynamics 365 Customer Service and Copilot Studio — standardizing operations across client and vendor channels and automating the handling of high-volume routine cases.
Challenge
Legacy Support Infrastructure
Support system was custom-built, requiring ongoing maintenance and limiting scalability across regions and teams.
High Volume of Routine Requests
A large share of support cases were repetitive, consuming team resources and reducing overall support efficiency.
Limited Automation Capabilities
Existing systems lacked built-in automation, requiring manual handling of simple inquiries and slowing response times.
Fragmented Support Experience
Inconsistent processes across client and vendor support created inefficiencies and reduced service quality across markets.
Implementation
Discovery & Architecture
Assessed the existing support infrastructure and mapped case volumes, request types, and automation opportunities. Defined target architecture based on Dynamics 365 Customer Service and Copilot Studio.
Customer Service Platform
Replaced the legacy custom system with Dynamics 365 Customer Service to standardize case management and support workflows across client and vendor operations.
Voice Channel Integration
Implemented Dynamics 365 Voice to unify communication channels and improve handling of inbound support requests across regions.
AI Automation
Deployed AI agents using Copilot Studio to automate routine inquiries, reducing manual workload on support teams and improving response speed.
Unified Operations Model
Standardized processes across client and vendor support functions to ensure consistent service quality and improve operational control across markets.
Business Value
Automated Routine Support
AI automation handled repetitive cases, allowing support teams to focus on complex and high-value interactions.
Faster Response Times
Unified workflows and automation reduced delays across client and vendor request handling.
Lower Operational Costs
Reduced dependency on manual processing decreased support costs and improved overall efficiency.
Consistent Service Quality
Standardized platform ensured consistent service delivery across different regions and support functions.
Scalable AI Operations
Modern architecture enables expansion of AI use cases and continuous optimization of support processes.
Unified Support Infrastructure
Single platform replaced fragmented legacy system, consolidating client and vendor operations in one place.
Results
Support cases automated
50–65%
Faster response time
25–35%
Lower support costs
20–30%
Technology stack
- Microsoft Dynamics 365 Customer Service
- Dynamics 365 Voice
- Microsoft Copilot Studio
Team
- Enterprise Architect
- Dynamics Functional Architect
- Dynamics 365 Engineers
- Power Platform Engineers