Executive Summary
A mid-market industrial equipment manufacturer with $420M annual revenue and 380 authorized dealers across North America modernized their dealer support operations by migrating from legacy Avaya voice-only infrastructure to Amazon Connect Customer contact center. Facing declining dealer satisfaction and $180K capital requirements for system expansion, they partnered with D3Clarity to deploy a cloud-based solution integrating voice, email, and Microsoft Dynamics CRM within 7 weeks.
Key Results:
- 35% reduction in average handle time from 22 minutes to 14.3 minutes
- Dealer Satisfaction Score recovered 12 points through faster resolution and case tracking
- 28% agent capacity increase enabling 320 additional dealer interactions daily
- Email channel handling 52% of parts orders and documentation requests
- First Call Resolution improved from 61% to 79%
- Zero capital expenditure replacing $180K legacy system expansion investment
- AWS MAP funding covered 40% of implementation costs
- 7-week implementation timeline minimizing peak season disruption
Solution: Amazon Connect Customer dealer support center with Microsoft Dynamics CRM integration, email channel for parts orders, and intelligent routing based on equipment type and warranty status.
Client Overview
This industrial equipment manufacturer ($420M annual revenue) competes in the heavy machinery market, where dealer loyalty and equipment uptime directly impact market share. Their network of 380 authorized dealers across North America generates 2,500+ daily technical support interactions spanning warranty claims, parts orders, and technical assistance—all of which represent critical B2B service touchpoints where response quality determines dealer profitability and customer retention. In mission-critical industrial applications, equipment downtime cascades into significant customer losses, making responsive technical support a competitive differentiator and revenue protection mechanism.
Business Challenge
The manufacturer's legacy Avaya on-premises PBX system created operational inefficiencies, threatening dealer relationships and requiring significant capital investment:
- Voice-only channel limitations: Forced dealers to use phone for all interactions despite preferring email for parts orders and technical documentation, creating friction and inefficiency
- Manual system searches: Lack of CRM integration required agents to toggle between multiple systems during calls, driving a 22-minute average handle time and dealer frustration
- Declining dealer satisfaction: Support quality issues contributed to 15-point year-over-year satisfaction decline threatening dealer retention and market share
- Capital expenditure pressure: System expansion to support dealer network growth required $180K hardware investment with ongoing maintenance costs
- Competitive vulnerability: Rival manufacturers offering modern dealer portals with chat support and self-service capabilities threatened dealer loyalty
Why D3Clarity
The manufacturer evaluated cloud migration options, including Avaya cloud, Cisco Webex Contact Center, and on-premises expansion, before selecting D3Clarity:
- Amazon Connect Delivery Partner expertise: Proven B2B contact center implementation experience in the manufacturing industry, with an understanding of dealer support requirements versus consumer patterns
- Pre-built Microsoft Dynamics integration: Templated CRM connectors for equipment history and warranty data reduced implementation risk and accelerated deployment
- AWS MAP funding access: Secured 40% implementation cost coverage through Migration Acceleration Program, dramatically improving project ROI
- Rapid 6-8 week deployment: Compressed timeline minimized disruption during peak dealer support season versus 12-16 week alternatives
- 24×7 production support: Always-on operational support is critical for serving dealer operations across multiple time zones
- Omnichannel capability: Native email channel support enabling dealer-preferred communication methods for parts orders and documentation