Microsoft Viva empowers seamless digital-first employee experience transformation

Discover how an energy company overcame operational inefficiencies and improved customer service using the Microsoft Viva suite of applications. Streamlined communications, enhanced access to information, and a digital-first approach led to increased efficiency, rapid adoption, and elevated customer satisfaction.

▉ The challenge

The client recognized the need to elevate their customer service by improving communication and operational efficiency across their operations. One area that required immediate attention was the lack of a suitable and extensible communication platform. Service call communications, both between field workers and internal support services, were fragmented and lacked seamlessness. This led to prolonged resolution times for customer issues, impacting customer service quality.

▉ The breakthrough

To achieve streamlined communications and enhance efficiencies, EY teams identified a human-centered, digital-first workplace platform as the solution. Microsoft Viva offered a pathway to the desired future state. Leveraging four of Microsoft's Viva applications, particularly the Connections app and Microsoft Teams, the EY team connected field workers with support resources, enabling quicker and more accurate access to information. Viva also provided personalized document/resource access and intelligent search capabilities, further expediting access to relevant information. By incorporating Viva on top of the existing mobile access, the EY team facilitated collaborative work processes.

▉ The result

By implementing Viva applications tailored to the client's requirements, the EY team significantly increased efficiencies across the organization. The introduction of tech-driven innovations established a user-focused and user-friendly environment, leading to rapid adoption of the technology. As a result, the workforce was empowered to complete tasks more efficiently, reducing frustrations and enhancing customer service.

Beyond the immediate benefits of shorter call times and improved employee and customer satisfaction, the implementation of Microsoft Viva enabled a digital-first customer service and employee experience transformation, driving efficiency and setting the stage for continuous improvement and operational excellence.

▉ Microsoft data and AI technologies leveraged:

• Microsoft Viva
• Microsoft Teams
• Connections App