Infinity Group are a specialist Microsoft Dynamics 365 Customer Service partner and have a proven track record of tailoring and implementing Microsoft Dynamics 365 for Customer Service across many different verticals.
Deliver a personalised service to help your customers help themselves and gain trust in your ability
Seamlessly deliver the right answers to your customers at the right time across multiple channels
Proactively address issues by monitoring customers intent and sentiment and behavioural patterns
Enable your workforce to make smart decisions and provide a consistent service
Access customer data on the go using any device at any time of day
Make changes based on useful Sales Insights and behavioural analytics
Dynamics 365 Customer service utilises information from customer service insights to personalise every interaction an agent has with a client. These useful Insights capture a 360-degree view of the customer’s journey and ensure that an agent always has the background information they need to properly assess and assist a customer’s enquiry.
Every customer will have an easily accessible customer dashboard; this is where all of their information will be stored and where every interaction an agent has with each customer will be recorded. All this information can be quickly analysed and shared in the knowledge base with other agents.
A useful tool included within Dynamics 365 Customer Service is Customer Voice. Customer Voice measures and configures customer feedback using surveys. This data then enables you to analyse trends and inform actions to increase engagement and customer satisfaction.
Microsoft Dynamics 365 Customer Service streamlines communication and case management by creating queues and scheduling meetings to help you organise, prioritise, and monitor your work progress and load. These effective reminders setting ensures your customers are not left waiting and your sales agents never miss a call.
There is the option to use an inbuilt chat function which enables users to converse with customers via live chats. The chats are recorded and stored and can be easily transferred between agents. Conversations can be managed across channels meaning that an agent can communicate with a client on the client’s medium of choice, be it Microsoft Teams or WhatsApp.
Automate routine conversation with your own customised Power Virtual Agents, which are bots that use information from Sales Insights to streamline customer interactions and remove the need for time-consuming manual data entry. Once the Virtual Agent has done the preliminary conversation and data entry, it will refer customers to the most appropriate agent using intelligent case routing. The human agent will then be given all the information they need to properly assist the client and take the case forward, all in one place.
Improved Customer Experience: Intelligent case management features such as Virtual Agents guarantee quick response times and a professional, standardised process.
Efficiency: Dynamics 365 Customer Service simplifies the agents’ work and takes away the need for manual data entry. Agent’s will no longer have to search for the relevant information, or trawl back through conversations to form the correct responses. Instead, Customer Service streamlines everything and manages agents’ time with inbuilt scheduling and reminder capabilities.
Innovation: Data from Customer Service Insights and Customer Voice allows Agents to analyse data and conversations to identify areas they need to improve. Managers can identify their agents’ strengths and weaknesses and work with them to rectify any difficulties to equip them to provide a better level of customer service.
As part of the Dynamics 365 suite Customer Service has access to the benefits of Customer Service Insights and Customer Voice. These apps provide invaluable data and analytics to inform Customer Service and improve support provision.
The Dynamics 365 Customer Service app is integrated with numerous communications apps so that customers can converse with agents on a platform of their choice including SMS, Facebook Messenger, WhatsApp, WeChat, Line and more.
The Microsoft Teams integration means that data and channels can be easily shared within the business between professionals. It also gives managers easy access to their agents to manage their progress and oversee any authorisation that is necessary.
|License Type||Description||Cost user/month|
|Dynamics 365 Customer Service Professional||Lower tier licence for the Customer Service application less complex scenarios with streamlined capabilities to provide core support functionality.||£37.70|
|Digital Messaging Add-in for Dynamics 365 Customer Service||Add-on licence for Customer Service Enterprise offering rich omni-channel engagement across digital messaging channels including 3rd party SMS and future social messaging streams.||£56.60|
|Chat Add-in for Dynamics 365 Customer Service||Add-on licence for Customer Service Enterprise that helps agents to engage in real-time with customers for quicker case resolution.||£45.30|
|Dynamics 365 Virtual Agent for Customer Service||Combined licence of Power Virtual Agents and Dynamics 365 Customer Service Insights.||£829.50 (per tenant/month)|
|Dynamics 365 Customer Service Attach||This offers the equivalent functionality as an Enterprise licence but is at a highly reduced rate. It’s only obtainable for users that are already using another base Enterprise licence e.g. Sales Enterprise.||£15.10|
|License Type||Description||Cost tenant/month|
|Dynamics 365 Customer Insights||Licensed per tenant/month and enables organisations to unify their customer data and understand it better through intelligent insights and actions. Customer Insights is a data platform that eliminates silos by enabling customers to bring data from any source and view it in one place. This subscription includes up to 100,000 customer profiles.||£1,131.20|
|Dynamics 365 Customer Insights Attach||Customers with at least 20 Sales Enterprise, 20 Customer Service Enterprise, or 1 Marketing application can qualify for this discounted licence.||£754.10|
Dynamics 365 Team Members are essentially light users of the solution. These users have full read access across the database that allows them to leverage insights but only with a subset of functionality.
Typically, Team Members are well suited to Senior Management employees that do not need to use the system day to day, but may want to access it from time to time to reference data, look at dashboards or export report files.
The only application which requires a separate Team Member licence to access it, is Business Central. The two Team Member licences have been detailed in the table below.
Read all of our licensing prices here.
|Licence||Description||Cost per user/month|
|Dynamics 365 Team Member||This licence allows read access to data generated from the Dynamics 365 applications, but it also allows participation in a limited set of scenarios across the applications.
Team Members can:
It is a licence designed for users who are not tied to a particular business function.
Note: Team Members are allowed access to a maximum of 15 custom entities.
|Dynamics 365 Business Central Team Members||A light-user licence allowing users to:
We first approached Infinity Group to help us transition from our old CRM to Dynamics 365. The scoping and implementation was run very professionally and all ongoing customisations and support issues are handled efficiently by the friendly support team.Angela Carslake, Marketing Manager @ Quantum Design
We run each of our Microsoft Dynamics 365 for Customer Service projects using the Agile project management approach. This is a flexible methodology that consists of robust planning, evolutionary development, efficient budgeting and communication between both the client and our project teams.
We choose to operate using this methodology because it gives our customers greater control over the final solution and ensures best use of budget due to the way they can change the direction of the development and implementation from one ‘sprint’ cycle to the next.
Stat source: Microsoft Whitepaper 2017/Microsoft Customer & Market Research 2017
Any successful Microsoft Dynamics 365 project involves a large amount of resource and planning and c...Read More