The Gorilla Glue Company, a leading manufacturer of adhesives, needed to modernize its phone system infrastructure. Their goal was to replace outdated phone systems with a more integrated and scalable solution that could evolve to support broader business functions.
Initially, Gorilla Glue will use Microsoft Contact Center to replace its phone systems, delivering improved communication capabilities that directly impact customer service.
This includes:
- Streamlining call routing and integrating with Microsoft Teams.
- Lowering support costs by 10% or more through automation and self-service options, reducing repetitive inquiries and freeing up agent time.
- Enhancing visibility and reporting for better resource allocation and performance tracking.
These improvements mean customers get answers faster, while Gorilla Glue optimizes operational efficiency and cost management.
Gorilla Glue chose Microsoft and Alithya because of the comprehensive Microsoft technology stack and Alithya’s ability to deliver quickly and effectively. The client saw this as a strategic starting point to leverage Microsoft solutions across other areas like sales and marketing.
Despite entering the evaluation process late, Microsoft and Alithya secured the win by showcasing the art of the possible, going beyond contact center functionality to demonstrate the value of the full Microsoft ecosystem. This positioned the solution as a long-term strategic investment rather than a point solution.
AI success: Gorilla Glue recommendation assistant
Additionally, Alithya developed a Copilot Studio chat agent with generative AI to serve as a Gorilla Glue product and project recommendation assistant, answering common questions like:
- “Which glue is best for my wood craft project?”
- “Can you sand Gorilla Wall Repair?”
- “What’s the curing time for clear Gorilla Glue?”
Designed to reduce redundant support requests by over 10%, this solution elevates customer experience while advancing Gorilla Glue’s vision beyond simply replacing phone systems.
The goal: expand Contact Centers as a Services (CCaaS) capabilities to deliver next-level service through:
- Advanced analytics and AI for proactive customer engagement.
- Omnichannel support (chat, social, email) for a seamless, unified experience.
- Integrated workflows connecting customer service with sales and marketing for a frictionless journey.