Accelerating Success:
“With the implementation of the new Case Management and Document Generation system, our customer service efficiency has significantly improved. What previously required manual processing across multiple systems is now accessible through a single interface with just a few clicks. Through automated processes, we’ve freed up our colleagues’ time, which they can now dedicate to solving real customer problems” – this is the concise summary of the project developed for ASFiNAG with participation of evoCRM.
AUSTRIA’S ROAD GUARDIAN – ASFINAG
ASFiNAG (Autobahnen- und Schnellstraßen-Finanzierungs-Aktiengesellschaft) is responsible for maintaining and developing over 2,200 km of Austrian motorways, including inspection and repair of technical equipment (e.g., tunnel ventilation, lighting), managing toll systems (time-based vignettes for passenger cars and kilometer-based charges for trucks), and modernization projects.
DIGITAL SUPERHIGHWAY INSTEAD OF SYSTEM JUNGLE
ASFiNAG AG previously used several disconnected systems to manage customer service processes. Key challenges included:
- Efficiency issues: Customer service processes weren’t sufficiently automated or transparent, hindering rapid customer service and management decision-making
- Data management difficulties: Managing large volumes of data and integration between different systems was complex, leading to delays or operational errors
- Infrastructure maintenance: The intensive network expansions continuously increased road maintenance requirements, creating significant administrative burden
The company leadership prioritized:
- Making customer service processes more efficient and automated
- Creating a simpler, user-friendly interface
- Improving management reporting quality
- Increasing operational transparency
THE SOLUTION: CATALYST FOR DIGITAL TRANSFORMATION
The project began with a thorough assessment to define customer service process steps, case types, and required integrations. During development, we utilized various tools including PCF controls and form-embedded application development.
Throughout the development process, enhancing user experience was the primary focus. Functions were designed to minimize clicks and maximize automation.
EvoCRM’s development areas included:
1. Automated Case Management
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- Creating automated case queues
- Automating ownership assignments
- Optimizing task distribution
2. Document Generation Integration
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- Integration with Infinica external document generation system
- Utilizing Web Function APIs
- Developing PowerApps Canvas applications for monitoring and management tasks
TURBO MODE: THE SYSTEM LIVE
Following the Microsoft business platform implementation, ASFiNAG AG experienced an 8% increase in customer service efficiency. This is a particularly important achievement for a company handling millions of customer toll payments and related cases annually.
Based on agent feedback, the system significantly facilitated daily operations:
- Case management became faster and more transparent
- Document production became an automated process
- Customer service became quicker, leading to increased customer satisfaction
With the implementation of an effective CRM solution, leadership gained better visibility into customer service operations. Reports and dashboards enable real-time performance monitoring and identification of areas for improvement.
SUCCESS MILESTONES: MEASURABLE RESULTS
- Customer service efficiency increased by 8% through Microsoft platform utilization
- Service workload was optimized thanks to automated case handling
- Managing large data volumes and system integrations became more streamlined
- Management reporting quality improved, making decision-making more data-driven
- Document generation simplified through integration, reducing manual data entry requirements
- Process monitoring and management simplified through Microsoft PowerApps application
Look at the full case study video:
Magyar