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Enhancing Customer Services

The ability to automatically update Active Directory from its HR systems proved vital for this mining company in terms of improving its customer services

Whenever staff transferred roles, or went onto different support shifts, reflecting this change into the company’s messaging, email and ‘phone systems was dependent on manual updates.  Unsurprisingly, these updates lagged behind.

UnitySync was used to immediately publish any updates made into the company’s HR system into all key directory systems, including Active Directory.

The company now has both accurate staff information and staff roster information across all its directories.

So, for example, when a staff member changes role or location, this change is reflected on the same day in AD, and an email response can be made accordingly to customers emailing in.

Likewise, when someone goes off shift, their cross shift contact is automatically added to their alternate contact details.  E.g. “Brett Carson is off shift until the end of month; please contact Ben Green.”

According to Andrew Dugdell, Business Systems Manager at Kumtor Gold Company (KGC):

“There is now a greater confidence across the business that the information people now see in their iPhones and email is accurate, and manual data entry has all but been eliminated.”

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