How Fundação Dom Cabral transformed its service experience with Dynamics 365 Customer Service
Fundação Dom Cabral (FDC) is globally recognized for its excellence in executive education. In 2023, it was ranked as the 7th best business school in the world by the Financial Times. With a focus on leadership development and sustainable societal growth, the institution also stands out for its adaptability and innovation.
During the pandemic, this innovative spirit materialized in the launch of the FDC Store, an online course platform designed to offer agile, certified, and high-quality learning. However, with digital expansion came the challenge of rethinking customer service — especially via WhatsApp and email.
The challenge: fragmented service and low scalability
FDC identified that its previous service platform no longer met the demands of the new digital operation. Limitations ranged from lack of system integration to the absence of a consolidated customer history, making it difficult to maintain relationships and deliver comprehensive service.
Additionally, the WhatsApp channel was centralized in a single person, creating operational bottlenecks, while email requests were managed in a decentralized way, with little standardization.
The solution: unified, intelligent, and scalable service with Dynamics 365
Seeking real transformation, FDC chose Smart Consulting as its partner to implement Dynamics 365 Customer Service, a Microsoft solution that centralizes channels, integrates data, and enables intelligent personalization.
The migration to Dynamics brought several improvements:
-
Unification of WhatsApp and email services into a single platform
-
Availability of WhatsApp across all official channels, including the FDC Store
-
Creation of intelligent service queues, segmented by area (academic office, support, etc.)
-
Complete customer interaction history, centralized and accessible to all agents
-
Automated triage via bot, with routing based on completed CTAs
-
Integration with FDC’s academic data and programs, enabling a personalized approach
“We now have integrated queues and can, for example, route requests more quickly, providing team members with a more organized structure, supported by a history of previous interactions,” shared Brenda Borges, Customer Service Assistant.
Achieved results
With the new structure, FDC reached a new level of efficiency, continuity, and experience in its relationships with customers and students:
-
100% of service managed via Dynamics in the relationship center and academic office
-
Significant increase in volume and quality of WhatsApp services
-
Decentralization of service, eliminating operational bottlenecks
-
Significant improvement in customer experience, with traceable history and personalized responses
-
Data-driven management, with performance indicators and real-time metrics
The transformation was so successful that FDC is already planning to expand the solution to areas such as finance and sales, reinforcing the pursuit of efficiency across the organization.
Smart Consulting’s contribution
Smart Consulting is a national reference in Microsoft solutions focused on Business Applications. With a highly certified team, we deliver complete solutions with Dynamics 365, Power Platform, and AI, always focusing on the end customer experience.
The partnership with FDC is a clear example of how technology and strategy can come together to transform the customer journey in a high-standard institution.
Want to elevate your service level with real technology?
Talk to those with experience delivering solutions for large companies and leading institutions.
