Dominique Roger: Mission Transformation

Innovation for a positive impact on people? Our expert Dominique Roger has been doing just that for over six years. In this interview, this functional architect describres how a pet project made a meaningful difference. Here is a portrait of her Mission Transformation.

Dominique Roger has assisted in modernizing organizations in diverse business sectors. However, today she is talking about a project that illustrates her commitment to making technology work for people. In this first interview of our Mission Transformation series, Dominique describes the rollout of a chat system using Microsoft technologies. With her dedicated team, the professional engineer was crucial to redesigning a major retail chain.

The impact of a functional architect

Over the years, Dominique Roger has built and implemented a wide range of solutions. Her mission? To innovate by introducing solutions that answer our clients' business needs while integrating them into their application ecosystem. As functional architect, she connects our clients' business needs to the solutions offered.

5 questions for Dominique Roger

1- What motivates you to excel at XRM Vision?

Dominique Roger– I feel that XRM Vision trusts me and allows me flexibility in making decisions. But what I like most about XRM Vision is that I have the freedom to balance work and family life with a flexible schedule. I think XRM Vision takes care of its employees, so I can take care of my family.

2- Can you tell us about a project that improved people's lives?

D.R. – There are quite a few and they vary greatly, depending on the industry where our clients work, as well as their business processes. There’s one interesting project I’ve been involved with during the past few months. It entails the rollout of an online chat system for the website of a major retail chain that operates under two different banners.

3- What did the client want to modernize?

D.R. – Originally, the main issue was integrating two systems between the two banners. Their customer service agents had to travel from one chain to the other to assist their customers. As a result, the team found it difficult to respond effectively and quickly to all requests. Chat was the first step in a modernization process for customer-facing departments. They needed an integrated platform that would enhance communications with clients, regardless of the banner. In short, it was phase 1 of a complete customer service redesign.

Watch the video interview with Dominique Roger: Mission transformation

4 - What was your solution?

D.R. – With the team, we implemented an online chat system that offered customers real-time advice from the comfort of their homes. Obviously, the solution was based on Microsoft Power Platform technologies, Microsoft Dynamics 365, and the brand new Omnichannel Customer Service module, which has chat functionality.

5- How has your project impacted this major retail chain?

D.R. –  Since implementation, customers service has improved, the agents are more efficient and it’s no longer necessary to switch between applications to support both banners at the same time. Finally, with the new chat system, agents can handle over 500 calls per day. Thank you, Dominique Roger for sharing this portrait with us. We congratulate you on your commitment to having a positive impact on our daily lives.

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