Microsoft Dynamics 365 Customer Service

Improve your service with tools to increase productivity, personalise experiences and enable efficient issue resolution.

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Helping you transform service experiences

We specialise in configuring and supporting Dynamics 365 Customer Service to enhance service capabilities. Our team handles data migration, set-up, and training to ensure smooth deployment and adoption.

With extensive CRM and Microsoft platform expertise, you can trust us to help your team effectively use Dynamics 365 Customer Service to increase service quality.

How Dynamics 365 Customer Service Benefits You

Centralised data helps agents efficiently manage customers across channels and delight them with responsive, personalised service.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Case management tools, unified data across touchpoints and robust service level agreement capabilities help agents resolve issues efficiently to increase customer satisfaction and strengthen loyalty.

Case management tools, unified data across touchpoints and robust service level agreement capabilities help agents resolve issues efficiently to increase customer satisfaction and strengthen loyalty.

Use access to knowledge resources and deploy a conversational Copilot that provides instant access to relevant answers. This can include using generative AI to find answers by searching trusted websites and internal documents, including previously resolved issues and knowledge articles.

Use access to knowledge resources and deploy conversational bots that provide instant access to relevant answers.

Transform experiences with workflows, agent scripts, collaboration features and insights. This can include using native Microsoft Teams integration to find and connect with subject matter experts to help resolve complex cases.

Transform experiences with agent workflows, collaboration features, and insights.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Enhanced experiences

Centralised data helps agents efficiently manage customers across channels and delight them with responsive, personalised service.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Fast issue resolution

Case management tools, unified data across touchpoints and robust service level agreement capabilities help agents resolve issues efficiently to increase customer satisfaction and strengthen loyalty.

Case management tools, unified data across touchpoints and robust service level agreement capabilities help agents resolve issues efficiently to increase customer satisfaction and strengthen loyalty.

Intelligent self-service

Use access to knowledge resources and deploy a conversational Copilot that provides instant access to relevant answers. This can include using generative AI to find answers by searching trusted websites and internal documents, including previously resolved issues and knowledge articles.

Use access to knowledge resources and deploy conversational bots that provide instant access to relevant answers.

Agent productivity

Transform experiences with workflows, agent scripts, collaboration features and insights. This can include using native Microsoft Teams integration to find and connect with subject matter experts to help resolve complex cases.

Transform experiences with agent workflows, collaboration features, and insights.

Improved operations

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

How we Partner with You

We take a consultative approach to understand your service workflows before implementing D365 Customer Service. Our specialists handle integration, data migration, and training for seamless adoption.

With knowledge from hundreds of successful CRM projects and an industry-leading 96% customer retention rate, we can also help you maximise service through self-service web portals.

As your needs evolve, you can count on our responsive support. Trust our dedication and our team’s extensive experience to tailor solutions that empower teams, transform operations, and increase customer lifetime value.

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Transforming Service to Earn Customer Loyalty

Dynamics 365 Customer Service centralises data, creating a complete customer view for seamless delivery.

Copilot for Customer Service provides real-time assistance, automating repetitive tasks and helping agents by finding solutions using trusted resources.

Intelligent routing directs issues to the best agent, and self-service portals provide instant answers, preventing problems.

These tools equip you to transition from reactive to proactive support, anticipate emerging needs and streamline operations to earn greater loyalty.

Discover more about Copilot
Create a complete customer view with Dynamics Customer Service

Lead and Opportunity Management

Pipeline Management
Sales Forecasting and Analytics
Outlook and Microsoft Teams Integration
Pipeline Management
AI-Powered Productivity Boosters
Quotes, Orders and Invoicing

Predictive Scoring

Customer Relationship Insights
Mobile Access and Offline Working
Interactive Dashboards and Reporting

LinkedIn Sales Navigator Integration 

Extendable with Power Automate 

Native Power Apps integration

Dynamics 365 Customer Service Capabilities include:

Case Management

Manage cases with Dynamics 365 Customer Service

Ensure effective case handling and seamless tracking throughout the resolution lifecycle.

Omnichannel engagement

Engage customers across email, chat and text with D365

Engage customers across email, chat and text within one interface.

Service level agreements

Track performance against service agreements in D365 Customer Service

Track performance against your service commitments to meet expectations.

Knowledge management

Manage your knowledge base with D365 Customer Insights

AI drafts new knowledge articles for quick, accurate customer query resolutions.

Teams integration

Integrate Dynamics 365 Customer Service with Microsoft Teams

Facilitate real-time team collaboration and information sharing for quick problem-solving.

Portal Integrations

Enhance user experience with D365 Customer Service Portals for effective self-service and support access.

Enhance user experience with Power Pages for effective self-service and support access.

Service Insights

Comprehensive service analytics for performance improvement and coaching.

Comprehensive service analytics for performance improvement and coaching.

Copilot AI

support agents with suggestions and automated responses for efficient query handling.

Support agents with suggestions and automated responses for efficient query handling.

Download D365 Customer Service Guide

Find out more about how Dynamics 365 and ServerSys will help you enhance customer experiences.

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ServerSys Dynamics 365 Customer Service Guide

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Customer Quotes

“Working in partnership with ServerSys has enabled us to define, deploy, and continually refine a personalised CRM solution that’s highly responsive to changing business demands. It’s given us new ways to view our customer relationships and enabled us to make better and more informed strategic decisions.”

Ciaran Doyle, Business Analyst at Honda (UK) Corporate Selecting.

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“ServerSys invested time learning our business, mapping every process and getting to the heart of our operations. For the first time, we have a national measure of global customer satisfaction and operational performance.”

Mark Hazelwood, Operations Director at Miworld at Mitie.

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“Achieving a consolidated view of our portfolios means we can now undertake faster and more meaningful analysis. Using these insights, we can better support advisors and make changes that improve their customer journeys.”

Daryl Hine, Chief Operating Officer at Stellar Asset Management.

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Dynamics 365 Customer Service: FAQs

How is D365 Customer Service licensed?

Please read our article to explore the main differences between the Enterprise and Professional licences for Dynamics 365 Customer Service.

What analytics and reports does D365 Customer Service provide?

Dynamics 365 Customer Service provides comprehensive reporting on key performance indicators (KPIs) such as case volume, resolution times, customer satisfaction (CSAT), agent performance, and channel usage.

Embedded interactive Power BI visuals offer insights into critical metrics. Reports on the customer journey and retention help identify opportunities to enhance experiences. Service managers can make data-driven decisions and improve services with on-demand reporting access to connected data across channels.

What is Dynamics 365 Customer Voice?

Customer Voice automates surveys to gather real-time customer feedback across channels.

This add-on provides insights into customer sentiment and integrates surveys and feedback analytics directly into Dynamics 365 Customer Service, making it easier for organisations to identify opportunities for improvement. Read our post to learn more.

This is available with select Dynamics 365 licences, including Sales Enterprise Customer Service Enterprise, with a capacity for 2000 survey responses per month/tenant.

How does Dynamics 365 Customer Service integrate with web portals?

Dynamics 365 Customer Service seamlessly integrates with Power Pages and other Microsoft-powered portals, providing an online gateway to knowledge articles, forums, and support resources.

Process-driven portals extend customer service capabilities by enabling users to find answers, track cases, and contact agents through a branded web interface.

ServerSys has deep expertise in deploying portals that connect to Dynamics 365 to enhance digital experiences. Integrated portals improve satisfaction by providing 24/7 access to information and deflecting common queries. Learn more about our portal services.

What omnichannel support is available?

Through add-in capabilities, Dynamics 365 Customer Service enables omnichannel support across voice, digital messaging, and live chat channels. Unified messaging brings together SMS and email interactions for context, and live chat supports real-time conversations with work item routing.

Within the Dynamics app, agents get a unified experience across channels. Relationship insights provide background to personalise service with translation support available for global customers.

Microsoft’s Azure-based voice capability scales as an all-in-one platform. Chat features like quick replies and transfers optimise workflows.

Cross-channel routing intelligently allocates work to available agents based on skills and SLAs. With omnichannel support, organisations can meet customers on their preferred channel.

How does D365 Customer Service simplify knowledge management?

According to Forrester, 72% of customers expect robust online knowledge resources, and self-service portals empower them to find answers independently.

D365 Customer Service simplifies knowledge management by combining self-service and assistive capabilities. Searchable knowledge bases, communities, and chatbots can be readily deployed to enable users to access relevant articles easily.

For agents, Customer Service Copilot uses generative AI to search across trusted websites, internal documents, and past cases using natural language. It suggests relevant results and summaries to help quickly find solutions.

What ROI can I expect from Dynamics 365 Customer Service?

Dynamics 365 Customer Service delivers a tangible ROI in increased agent productivity, reduced operational expenses, higher customer satisfaction, and cost savings through task automation.

Key metrics like CSAT, NPS, case resolution times, and customer retention demonstrate improvements.

According to Nucleus Research, a well-implemented CRM system can return over $3 per dollar spent. With ServerSys’ support, your organisation can deploy Dynamics 365 to increase service quality and operational efficiency returns for significant long-term ROI.

Let’s Talk

Connect with ServerSys to learn how we can help you tailor a solution that will support your service goals. Call us now on 0203 884 3804, email hello@serversys.com or complete the contact form below, and we’ll follow up shortly.