Modernize your service with Microsoft Dynamics 365!
Dynamics 365 Customer Service lifts your customer service to the next level with Seamless communication, smart automation, and AI support. Customer questions are faster and more consistent handled through the channel of their choice. Thanks to centralized case tracking, integrated knowledge bases and real-time insights Frustrations such as slow response times, missed SLAs, or poor internal collaboration are eliminated. Employees have all the tools they need to efficient to work, and customers feel like they're really being helped.
Fast Customer Support
Copilot for Service provides immediately relevant information, enabling customers to be assisted quickly. This reduces wait times and increases customer satisfaction.
Reliable Service Quality
The AI consistently provides high-quality responses, regardless of who is assisting the customer. This ensures reliability and a better customer experience.
Time and Cost Savings
Copilot automates repetitive tasks such as generating reports and looking up information. This saves time and allows employees to focus on the customer.
The 6 Obstacles to an Efficient Service Organization
We work with numerous service organizations, and ultimately, it always comes down to the same challenges and growing pains. If you overcome these 6 obstacles, your service department will thrive!
The Planning Puzzle
Smart Planning &
Real-Time Visibility
People, materials, and assignments are like moving puzzle pieces!
The Caffeine Kick
Customer Satisfaction &
First-Time Fix Rate
If your First Time Fix Rate is low, it doesn't matter how hard your team works…
A Spanner in the Works
Efficiency & Effectiveness
of the Service Organization
Manual administrative tasks slow down your process.
The Reactive Reflex
Proactive Service
with AI & IoT
You're always playing catch-up, even though you could prevent many of these situations.
The Data Maze
Data & Processes
integrate seamlessly
You work in various systems and use various data sources.
The GPS Jammer
24/7, Omnichannel &
AI-Driven Interactions
Your customer is confused by all your service channels and, as a result, frustrated.
Proud of Our Dynamics 365 Customer Service Customers
Always connected, always productive!
With Dynamics 365 you'll continue to work efficiently, regardless of the device or your location. The Integration with Microsoft Teams makes it easy to collaborate, share information, and start meetings immediately without interruption.
You have always accessible to customer case studies and tools, whether you're working on a desktop, tablet, or smartphone. This accessibility increases both you productivity if the quality of your services.
With Dynamics 365 Support your customers anywhere, anytime, without compromising on speed or quality.
[Webinar] Customer Service & Generative AI
Learn how to AI-Driven Automation, context-aware workflows and data-driven insights help you provide proactive customer service. In a short demo, our expert will show you how to personalize customer interactions and support service agents with smart tools. Transform your customer service with generative AI in Dynamics 365!
Dynamics 365 Customer Service: Features and Capabilities
From customer case studies to AI Copilot: these powerful service features will make your team smarter and more customer-focused!
✅ Case Studies
Manage and track customer issues using cases. Each case contains all relevant information and progresses through statuses from ‘new’ to ‘resolved.’ All interactions are logged to provide a complete view of the customer.
✅ Knowledge Base
Centralize and share knowledge through an internal library. Employees can quickly look up articles to provide consistent, high-quality answers to customers.
✅ Omnichannel
Support customers through their preferred channel, such as chat, email, phone, or social media. All communication is consolidated into a single interface for the agent.
✅ Call Management
Use smart queues, routing, and prioritization to handle calls efficiently and route them to the right agents.
✅ Services
Set SLAs for response times and resolution times. Monitor performance to meet commitments to customers and ensure service quality.
✅ Insights
Use dashboards and reports to gain insights into performance, customer satisfaction, and operational KPIs. Supports data-driven optimization.
✅ Self-service
Offer customers a self-service portal where they can submit service requests, schedule appointments, and access knowledge base articles on their own.
✅ Productivity Tools
Use the productivity pane, email templates, and timelines to work efficiently. Get a quick overview of conversations and relevant actions.
✅ Real-time dashboards
Track the live performance of agents, channels, and queues with real-time dashboards in Omnichannel. Stay proactive in your service.
✅ Workspaces
Use customized environments such as the Customer Service Workspace for agents, the management center for admins, and simplified UIs for team members.
✅ IVR systems
Easily connect an external IVR system to the voice channel and forward calls contextually, including relevant customer information via SIP UUI headers.
✅ Escalation Management
Manage escalations effectively with predefined rules, notifications, and workflows for urgent or complex customer inquiries.
Generative AI is included as a standard feature in Dynamics 365 Customer Service!
From smart planning to efficient work assignments and seamless collaboration: discover how Artificial Intelligence makes your service teams faster, smarter, and stronger!
[E-book] AI-Driven Service Excellence: From Contact Center to Field Service
Discover how AI and automation can help you streamline your service processes, enable your team to work smarter, and boost customer satisfaction. Get inspired by real-world examples from companies such as Microsoft, G&J Pepsi, and Dyno-Rod, and take the leap toward efficient, future-oriented service.
Discover the power of Dynamics 365 for exceptional customer service
Unlock the full potential of your customer service with the integrated Dynamics 365 suite. Every component of this suite—from Customer Service and Contact Center to Field Service—is designed to seamless, efficient and personal customer interactions to promote. Discover how these powerful tools work together to take your service to the next level.
Dynamics 365 Contact Center
A modern, AI-driven contact center solution that analyzes conversations and provides real-time insights. Enhance every interaction with more context, speed, and intelligence.
Dynamics 365 Field Service
Management and Optimize field service operations with smart planning, mobile tools, and IoT integration. Provide proactive service and increase customer satisfaction on-site.
Dynamics 365 Copilot for Service
Management and Improve customer service processes with AI-powered responses, automation, and knowledge bases. Deliver consistent service and increase customer satisfaction across all channels.
Want to take your service to the next level? Get inspired by these 3 videos
Future-oriented service? In just a few minutes, you'll see how to stay ahead of the curve!
Our team is here to help you!
As a Microsoft Certified Partner with a team of service experts, we’d be happy to help you determine how to provide the best possible experience for your service staff and customers.
Kristof D’Hoossche
Dynamics 365 Specialist
+32 (0)9 361 82 33