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earn customers for life
Dynamics 365
Customer service
Microsoft Dynamics 365 Customer Service is an essential tool for every service organization. By giving you a 360° view of your customer, including history and preferences, you can adjust your service proactively and move with your customer’s changing needs. So you can personalize your interaction, to get maximum customer loyalty.
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Dynamics 365 Customer Service Capabilities

Fully Integrated

  • Native voice
  • Integrated case management
  • Customer support timeline
Intelligent Automation
  • Build in transcript and translation
  • Realtime sentiment analysis
  • Context driven agent suggestions
Proactive Delivery
  • Embedded IoT data
  • Agent alerts
  • Visibility into issue history
Dynamics 365 Customer Service and PowerBI
PowerBI and Microsoft Dynamics 365 Customer Service
Power BI works with model-driven apps via the Microsoft Dataverse to provide a self-service analytics solution. The Power BI service automatically refreshes the data displayed. With Power BI Desktop or Office Excel Power Query for authoring reports and Power BI for sharing dashboards and refreshing data from model-driven apps or Dynamics 365 apps, such as Dynamics 365 Sales and Dynamics 365 Customer Service. Integrating Power BI with Dataverse provides the personnel in your organisation a powerful way to work with data. With our team who specialises in Microsoft Dynamics customisation, we will integrate Power BI for your business with ease!
Create services that combine speed and personalization
Clients’ expectations are always rising… Help your teams to meet them by creating intelligent processes to guide them to perform the right action at the right time.
  • Guide agents to optimal outcomes
  • Personalize service with a complete customer view
  • Empower agents with AI customer service assistants
  • Capitalize on revenue opportunities
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Customer Service Management. Influencing Roles: CIO, COO, CXO, CFO. Target Audience: Service Operations. MOMENTS OF TRUTH. MOMENTS OF TRUTH. CONVERSATION STARTERS. CONVERSATION STARTERS. Customer experience (CX) will be #1 differentiator by What is your CX Strategy Key outcome for companies that make CX improvements is increased revenue and decreased costs. In what ways are you working to improve CX through customer service Two biggest challenges facing customer service orgs: < 9% of organizations can do Omni-channel engagement well2. <5% of organizations have a single interface for agents due to Legacy systems & external data sources2. Do you face these same challenges Significant business event, i.e. acquisition, LOBs merging. Publicly announced customer engagement strategy or initiative. Significant industry transformation. Public CSAT/press event. SF.com or Oracle relationship under stress (locked in, can’t upgrade, customization requirements) New customer service executive. SOLUTION CAPABILITIES. BUSINESS IMPACT. BUSINESS IMPACT3. WHY MICROSOFT. WHY MICROSOFT. Agent productivity. Improve agent productivity by 30% – 40% Reduce average call duration by 30 seconds. Shorten resolution times by up to 20% Reduce avg speed to answer from 6 min to 22 sec. Improve CSAT. Achieve NPS score double their industry average. Answer 85% of questions with a single call. Reduce customer complaints by 80% Grow revenue. Increase total revenue by 2% (upsell/cross-sell rates) Unique ability to integrate & automate across 3rd party data & apps creates world-class agent experience. Deepest AI & analytics capabilities in market. Low/no code tools that help further extend environment and automation. Most immersive experience in the market with familiar toolsets like Office. Lowest TCO, quickest implementation. Tools & programs ensure successful deployment, user adoption, ongoing success. Only vendor to offer hybrid deployment options. Full omni-channel engagement lets customers connect anytime, anywhere, on the channel of their choice and convenience (chat, , phone, social, etc) Connected experiences across channels & connected data across sources for an unmatched 360 view. Customers and agents are empowered with the tools they need to ensure quick and accurate resolution, every time. Single agent interface driven by automation and AI provides access to everything necessary for highly personalized service. Customers 2020: A Progress Report, Walker Research. Dimension Data: 2017 Global Customer Experience Benchmarking Report. Examples from Business Value Assessments and customer case studies.
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