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Dynamics 365 Customer Service

Deliver value at every touchpoint and personalise every interaction with Dynamics 365 Customer Service.

Build brand affinity and customer loyalty with great customer service

Better anticipate customer needs by using Dynamics 365 Customer Insights and the omnichannel experience in Customer Service for a 360-degree view of each customers’ journey.

Interact with customers on their preferred channel—from chat and SMS to email and phone to Facebook Messenger (preview). Let customers choose how to connect with your brand with omnichannel capabilities or use the Channel Integration Framework to add any channel. Stay up to date on the latest channel additions.

Create a single, consistent service experience through a threaded view of the customer experience. You’ll ensure every customer receives a single, unified experience, even if their case is transferred between agents or across channels.

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Enable outstanding customer service

Optimise your agent performance and improve customer engagement by analysing operations and agent interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Intelligently route cases by topic or channel to the best-fit agent. Automatically assign cases to the agent who is best equipped to resolve the case by using custom entity routing embedded in Customer Service omnichannel capabilities.

Learn from your customers based on their feedback submitted through surveys.

Unify technology to get more from your data

Build a single source of truth and make better business decisions by having a shared understanding of company-wide business data that’s continually updated as data from different business apps flows into and out of the same data lake.

Ensure customer service agents are referencing the same customer data as other departments in your company, across all business processes and apps.

Reveal insights from your data with AI when you compile all your data in a single and secure location. Realise its full potential by combining Customer Service with industry-leading AI apps—including Dynamics 365 Virtual Agent for Customer Service, Customer Insights, and Customer Service Insights.

What can Dynamics 365 Customer Service do for me?

  • Deliver value at every touch point for your customers.
  • Interact with customers on their preferred channel, and add more as necessary.
  • Create a single, consistent service experience, always.
  • Quickly offer the most relevant knowledge articles.
  • Personalise service with 360-degree customer views.

By far the best system when it comes to invoicing. We integrated data from Salesforce, Basware and so on into D365. The ease of integration with Azure business events is an added advantage. We were able to use the oData and DMF interfaces of Dynamics for our projects.

Easy to use, does not need extensive training for a not so tech savvy user , the layout of things is pretty nice

I like it a lot because it is very easy to use. All team members see the status of each sales prospect in my company. I find it very useful

There are so many features and apps for this product. Pretty much anything you can dream up they have it or you can create it

CRM implements a convenient user interface that is easy to use without prior familiarization. I love how well integration with Outlook and many other programs works

CRM has been a very positive experience for us. It has become the lifeblood of our sales, marketing and operations departments

Dynamics allowed me to integrate the billing, inventory, payroll, tax and even customer service modules. I truly consider it an indispensable tool when you want to run a business properly

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Gold Cloud Productivity

Gold Cloud Platform

Silver Collaboration and Content

Silver Application Development

Silver Small and Midmarket Cloud Solutions

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2020

Nintex Partner Award for Business Transformation

2019

Regional Spotlight Nintex Partner Award

2018

Partner Award for Customer Success

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Valo Premium Partner

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UK Nintex Premier Partner

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Crown Commercial Service

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Sophos Gold Partner

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Datto Professional Partner

YES! I want to know more ...

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