Case Study: Dynamics 365 CRM for Ecommerce
How StyleBasket Cut Case Resolution Time by 60% With SLA Automation
| Client: | StyleBasket |
| Location: | London, UK |
| Industry: | Ecommerce & Retail |
| Engagement Type: | Fixed-Cost Project |
| Duration: | 4 Weeks |
| Services: | Dynamics 365 Customer Service Customization SLA (Service Level Agreement) Automation Case Management Optimization |
The Challenge
StyleBasket, a fast-growing online retailer in the UK, faced a familiar ecommerce pain: slow customer service.
Customers waited days for responses to order issues, product queries, and returns. Manual triaging of cases—across chat, email, and phone—meant some requests slipped through the cracks. Team leaders lacked visibility into aging tickets and service performance, putting SLAs (Service Level Agreements) at risk and customer loyalty on the line.
Long and inconsistent resolution times
Manual case assignment and follow-up
No automated alerts for SLA breaches
Limited reporting on support team performance
Our Solution: CRM-Powered SLA Automation
We partnered with StyleBasket to overhaul their customer service process using Dynamics 365 Customer Service.
Our certified CRM developers delivered a tailored automation setup designed to speed up ticket resolution, enforce SLAs, and give managers the oversight they needed.
SLA Management Automation
Defined and configured SLA policies for various ticket types (e.g., order issues, product returns, delivery delays)
Automated timers and escalations to flag tickets at risk of breaching SLA targets
Intelligent Case Routing
Automated assignment of new cases to available agents based on workload and expertise
Escalation rules for unresolved or overdue tickets
Real-Time Dashboards
Live case status, resolution time tracking, and SLA compliance metrics
Alerts for at-risk cases and visual aging analysis
Streamlined Communication
Pre-built response templates for common issues
Auto-notifications to customers on case updates and resolutions
The Results
Just four weeks after going live, StyleBasket achieved dramatic service improvements:
60% Faster Case Resolution
Average case closure time dropped from 2.5 days to under 1 day
100% SLA Compliance
Automated escalations virtually eliminated missed SLAs
Higher Customer Satisfaction
Survey scores improved as customers received timely, consistent support
Team Productivity Boost
Agents spent less time on manual triage, more on solving real issues
Want Similar Results?
Looking to speed up customer support and hit your SLAs—without burning out your team?
Let’s talk about how we can help automate your CRM and elevate your service.
Let’s talk.