With today’s paradigm shift, top-performing businesses are adopting digital transformation as their main revenue driver. Harnessing this opportunity, they invest in the leading technologies such as Microsoft Dynamics 365 and the right implementation to facilitate growth. Our Microsoft certified Dynamics 365 consultancy team enable organisations to achieve digital transformation by implementing the Microsoft Dynamics 365 for Customer Service application tailored specifically to the needs of the business.
Microsoft Dynamics 365 for Customer Service enables businesses to provide a streamlined CRM experience that today’s customers expect from any reputable organisation. It also enables you to take better care of existing customers, the performance reporting and automation functionality delivers the necessary intelligence for your sales and customer services teams to quickly learn from and grow your existing customer base.Get in touch to discover more
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 customer intelligence and behavioural analytics
Using the data gained from the inbuilt analytics functionality and social engagement capabilities to identify sentiment and trends, you can drive sales and empower your workforce to communicate with each and everyone of your customers at every touch point. The inbuilt data intelligence also enables you to provide fully personalised customer interactions at key points along the customer journey.
There are several new and exciting updates outlined below that will be launched in October and December 2018.
Utilising the current Customer Service Hub with the new Customer Service Admin Settings is excellent. It allows for efficient deployment of configurations across the Customer Service sections of the Service Module. Moving Service Management to the for administrators to the Customer Service Hub has allowed admins to become even more productive when managing configuration from within the Dynamics 365 application.
Currently in Dynamics 365 when using Knowledge Based searches are used to provide knowledge to agents through articles within case management. This search functionality will be powered by Relevance Search. As the name suggests, Relevance Search has been introduced to give more accurate, and relevant knowledge with quicker performance. With these increases in search speeds and more relevant articles, both the customer service agent and the customer’s journey are made quicker and easier. Additionally, agents can search in notes and attachments within Knowledge Based Articles using Relevance Search from with case management.
Powered by Universal Resource Scheduling, the new functionality behind Schedule Servicing allows for an even more efficient way to manage Customer Service resources all in one central location in the system. Using the same features as Project Service Scheduling, Service Scheduling allows you to utilise Services, Service Activities to administer resources in the Schedule Board. This allows for reliable time estimating for clients, as well as to predict workloads effectively and preventing over scheduling.
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
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