YegertekService That Already Knows the Customer Before They Say a Word
Yegertek connects customer service to the loyalty and CRM record — so service agents see full context, resolve issues faster, and turn service interactions into retention moments rather than just support tickets.
Overview
Service interactions are high-stakes loyalty moments. A member contacting support with a points dispute or a redemption issue is testing whether the brand relationship is reciprocal. When the service agent cannot see the member's loyalty history, tier status, or recent transactions, the interaction fails the test — regardless of how politely it is handled. Yegertek connects service case management to the full Engage 365 and Dynamics 365 CRM record so agents have context before the conversation starts.
The Challenge
- ✕Service agents working from a bare ticket, with no visibility into loyalty status or purchase history.
- ✕Points disputes that cannot be resolved because the service system and loyalty system do not share a record.
- ✕Service interactions that end the contact but do not restore member confidence or prevent churn.
- ✕Escalation paths that require manual data retrieval from multiple systems before a response can be given.
Our Approach
Service is implemented on Microsoft Dynamics 365 Case Management, connected to the same CRM record that drives loyalty and engagement. When a member contacts support, the agent sees their tier, their points balance, their recent transactions, and their open interactions — in one screen, before the first question is asked.
Capabilities
Outcome-labeled features, not a laundry list.
Loyalty context on every service case
Tier status, points balance, and transaction history visible to agents at case open
Points adjustment and reinstatement
Authorized agents can correct loyalty balances without switching to a separate system
Case escalation with full history
Escalated cases carry the full member record, not just the ticket content
Service-triggered engagement
Resolved cases can trigger a service recovery communication automatically
Omnichannel case intake
Cases captured from call, email, chat, and in-app, all on the same record
SLA monitoring and compliance
Case resolution times tracked against service level commitments
Business Benefits
Service agents with full loyalty and CRM context resolve cases faster and with higher member satisfaction because they do not spend the first minutes of the interaction reconstructing the member's history. Points disputes and redemption issues resolved in the first contact reduce churn risk significantly more than issues escalated or delayed. And service recovery communications triggered automatically from resolved cases close the interaction on a positive note without requiring manual follow-up.