Referenzstories
KI
Customer Service
STANDARD x gorelate: Modern Customer Service with Dynamics Contact Center
03. September 2026
A standardized, AI-powered service process for faster responses, less manual work, and higher customer satisfaction.
Starting point
DER STANDARD and gorelate have been working together for several years to expand the digitalisation of key customer processes. The collaboration covers sales and sales advertising in the B2B sector, ad management and sales in the marketplaces sector, and subscription sales and customer communication in the B2C environment.
The focus of the project was the optimisation of the service process for B2C customers. The aim was to create seamless, digitalised workflows that would increase customer satisfaction while also relieving the service team in their day-to-day work.
1. Email service
As a first step, an optimised process for the email channel, based on Microsoft Dynamics 365, was introduced in collaboration with gorelate. This enables service requests to be processed in a more structured way and relevant customer information to be provided centrally within the process.
“Our B2C processes have become more efficient and, above all, more modern through our collaboration.”
Eva Aigner
Programme Lead CRM/ERP, Der Standard
2. A unified service process
Building on the email service, a shared platform for further communication channels was to be created. The focus was on a uniform service process, a central knowledge base and a tool in which all relevant customer information for processing an enquiry is brought together.
In addition, the AI was to specifically relieve and aid staff. Enquiries with high automation potential were to be processed directly by an AI agent. This reduces recurring manual tasks and waiting times for customers.
“Our goal is a consistent and uniform service process across all communication channels. Dynamics 365 Contact Center provides the shared foundation for customer data, knowledge, processes, and AI-powered automation.”
Florian Watzinger
Project and Process Management, Der Standard
The solution: Dynamics 365 Customer Service and Contact Center
Together with gorelate, Dynamics 365 Contact Center was additionally implemented alongside the existing solution with Dynamics 365 Customer Service. In the first expansion phase, the Inbound Voice Channel was integrated and an AI-based Voice Agent was implemented.
The Voice Agent
- answers the call,
- asks about the concern and
- identifies the caller using the phone number or other parameters.
Simple, clearly defined concerns can be handled automatically by the agent. For more complex queries, the case is transferred to the service team.
Advantages
"Especially with recurring issues like subscription pauses, complaints or cancellations, the Voice Agent can significantly relieve our team and help us better manage seasonal peaks."
Moritz Holzinger
Head of Customer Service, Der Standard
The reason why Microsoft Dynamics 365 is the right platform
Dynamics 365 Customer Service and Dynamics 365 Contact Center integrate service processes, customer information, communication channels and knowledge on a shared platform. For THE TIMES, this was particularly relevant because the aim was not to create an isolated telephony solution, but rather an expandable foundation for omnichannel customer service.
The existing Dynamics 365 landscape can thus be gradually enhanced with additional channels, automations and AI-powered scenarios. At the same time, the service team gains a central workspace with the context required to handle a customer enquiry.
“We didn’t want to introduce an isolated telephony solution, but rather create a platform on which email, telephony, WhatsApp, chat and other channels can converge in future. With Dynamics 365 Contact Center, we are investing in a solution that can grow alongside our requirements.”
Florian Watzinger
Project and Process Management, Der Standard
Collaboration with gorelate
The collaboration is characterised by close professional exchange, joint solution development and a willingness to translate new technologies into practical, service-ready processes.
"I value the exchange on an equal footing and the willingness to innovate."
Eva Aigner
Programme Lead CRM/ERP, Der Standard
Added value for DER STANDARD
- Unified service process based on a shared platform
- Central view of communication and relevant customer information
- Relief for the service team with recurring standard requests
- Automated handling of suitable concerns through an AI-based voice agent
- Better support during seasonal peaks in queries
- Scalable foundation for additional channels and future AI scenarios
The inbound voice channel and the AI-based voice agent are the first step on the path to a comprehensive omnichannel service.
In future, DER STANDARD, together with gorelate, intends to map further channels such as WhatsApp, chat and outbound telephony in Dynamics 365 Contact Center. The foundations for this are already being laid in the platform and in the service processes.
The European Forum Alpbach (EFA)
The European Forum Alpbach is a non-profit association and a foundation with the aim of promoting dialogue and cooperation across generations, disciplines and borders in order to strengthen democratic values and innovations in Europe
More posts
Referenzstories
KI
Customer Service
KI
Blogs
Blogs
KI
Referenzstories
Services
Blogs
Products
Referenzstories
Services
Referenzstories
Services
Referenzstories
Services
KI
Customer Service
Blogs
Referenzstories
Energy
Blogs
Marketing & Sales
Referenzstories
Finance
Best Practice
Blogs
KI
Blogs
KI
Referenzstories
Energy
Best Practice
Archiv
Blogs
Blogs
Archiv
Blogs
Archiv
Blogs
Products
Referenzstories
Services
Referenzstories
Energy
Referenzstories
Services
Best Practice
Referenzstories
Health
Best Practice
Best Practice
Health
Best Practice
KI
Best Practice
Products
Podcasts
KI
Best Practice
Archiv
Podcasts
Best Practice
Products
Archiv
Podcasts
Best Practice
KI
KI
Marketing & Sales
Marketing & Sales
Products
KI
Products
Entwürfe
KI
KI
Blogs
Products
Referenzstories
Archiv
Best Practice
Referenzstories
Archiv
Best Practice