Microsoft Dynamics 365 Customer Service_

Improve customer loyalty and drive retention by providing stellar service, while protecting agent time. 

Speak with a Dynamics 365 expert

What is Dynamics 365 Customer Service?  

Microsoft Dynamics 365 Customer Service is a powerful business application that uses in-built intelligence to enable businesses deliver faster, personalised support to their customers for improved retention and reduced complaints. 

It also saves your customer service teams’ significant time, allowing them to close cases faster and answer queries better, without leaving them feeling overwhelmed by high volumes of interactions. 

By enabling agents to take customer requests from any channel, handle multiple sessions at a time, and utilise productivity tools to enhance workflows, Dynamics 365 Customer Service truly puts both the agent and customer at its heart.  

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We drive real results and keep our clients happy.

97.3 %

satisfaction rate

98.7 %

customer retention rate

76 %

SLA adherence

Why use Dynamics 365 Customer Service?  

Dynamics 365 Customer Service offers a comprehensive solution for businesses seeking to enhance their customer support operations. It provides a unified platform for managing customer interactions, empowering organisations to drive customer satisfaction. 

One of the key benefits of using Dynamics 365 Customer Service is its ability to streamline and automate various customer service processes. From case management and knowledge base management to omnichannel communication, Dynamics 365 offers a suite of tools that can help businesses improve efficiency and reduce response times. By automating routine tasks, customer service agents can focus on providing personalised support and resolving complex issues. 

The platform also offers insights into customer behaviour so you can gain a deeper understanding of their needs and identify areas for improvement.  

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With these under our belt, we’re more than qualified to deploy Dynamics 365 for your organisation.

The benefits of Dynamics 365 Customer Service_

 

Unify customer context: Gain a comprehensive view of customer interactions across multiple channels for consistent support 

Omnichannel: Support customers through various channels, including email, phone, chat and social media, so a message is never missed 

Case management: Efficiently manage customer cases, track their progress and assign them to appropriate agents for resolution 

Improve agent knowledge: Create a central knowledge base to empower agents with the information they need to resolve customer queries faster 

Automated: Automate routine tasks, such as case routing and email templates, to improve efficiency and reduce agent workload 

Data-driven: Gain valuable insights into customer satisfaction, agent performance and overall service effectiveness through advanced analytics and reporting 

Integrated: Seamlessly integrate with other Microsoft products, such as Outlook and Teams, for enhanced collaboration and productivity 

Mobile accessibility: Access and manage customer cases on the go with the Dynamics 365 Customer Service mobile app 

How do Infinity Group deploy Dynamics 365 Customer Service?  

Infinity Group offers strategy, consulting and managed services that enable us to support every facet of your needs as you implement Dynamics 365 Customer Service. 

We start by assessing your business objectives and customer needs to define the capabilities you need and how Dynamics 365 Customer Service aligns with your existing IT strategy. Then we work with you to create a thorough business case that guarantees cross-organisation buy-in.  

We’ll then support you in the end-to-end implementation of your solution, using our unique methodology to deliver transformative value and guide you smoothly from requirement definition to go-live. We can work with your end users to train and mentor them in the use and management of Dynamics 365 Customer Service, while providing the tools you need for ongoing success. 

And, if you want ongoing support, we can provide services for break fix support, application monitoring, “how-to calls” and delivery of minor change to your platform, as an extension of your IT support organisation. This includes helping you to assess Microsoft’s twice-yearly update releases, allowing you to gain evergreen value from Dynamics 365. 

“Straight away I could see the differences it was going to make within our service desk, particularly with making sure we had more time with our customers.

Steven Shippey

Group Service Director

Dynamics 365 Customer Service key features_

 

A single solution: Gain a view of customer interactions across multiple channels in one place, for consistent support and streamlined management 

AI-powered insights: Leverage artificial intelligence to gain valuable insights into customer behaviour, identify trends and predict future needs 

Integration with Microsoft Teams: Seamlessly integrate with Microsoft Teams for enhanced collaboration, knowledge sharing and communication within your customer service team 

Virtual agent: Deploy a virtual agent to handle common customer inquiries and provide 24/7 support without increasing resource levels 

Dynamics 365 Customer Service FAQs_

How much does Dynamics 365 Customer Service cost?

Microsoft offer three pricing options for Dynamics 365 Customer Service. These are: 

  • Dynamics 365 Customer Service Professional (offering streamlined case management resources for agents for simpler interactions), from £41.10 per user, per month 
  • Dynamics 365 Customer Service Enterprise (offering advanced AI-based customer service resources for agents), from £78.10 per user per month 
  • Dynamics 365 Customer Service Premium (an all-encompassing solution for Customer Service), from £160.30 per user per month 

To better understand the difference between each plan and what would suit your business best, we recommend speaking to one of our Dynamics 365 experts. 

What does Dynamics 365 Customer Service integrate with?

Dynamics 365 Customer Service integrates with a variety of Microsoft products and third-party applications. 

One of the most significant integrations is with Microsoft 365. This integration allows for seamless communication, collaboration and knowledge sharing within customer service teams. Additionally, Dynamics 365 Customer Service can integrate with Outlook, enabling agents to manage customer interactions, schedule appointments, and track email communications. 

Beyond Microsoft 365, Dynamics 365 Customer Service can also integrate with various third-party applications, such as CRM systems, marketing automation tools, and live chat platforms. 

Who can use Dynamics 365 Customer Service?

Many business roles can leverage Dynamics 365 Customer Service, including: 

  • Customer service teams: Frontline agents and managers can use Dynamics 365 to manage customer interactions, track cases and provide exceptional support. 
  • Sales teams: Sales representatives can leverage Dynamics 365 to track customer interactions, identify sales opportunities and improve customer relationships. 
  • Marketing teams: Marketers can use Dynamics 365 to analyse customer data, personalise marketing campaigns, and measure the effectiveness of their efforts. 
  • Support teams: Technical support teams can use Dynamics 365 to manage support cases, provide troubleshooting assistance and track customer satisfaction. 
  • Contact centres: Contact centres can use Dynamics 365 to manage incoming calls, emails, and chat interactions, and provide a consistent customer experience. 

How does Dynamics 365 Customer Service reduce costs?

Dynamics 365 Customer Service can help businesses reduce costs by streamlining and automating various customer service processes, such as case management, knowledge base management and email templates. By automating routine tasks, businesses can reduce the time and resources required to handle customer inquiries, leading to cost savings. 

It can also improve agent productivity by giving access to relevant information and tools. Agents can work more efficiently and resolve issues more quickly, leading to reduced labour costs.  

How does Dynamics 365 Customer Service improve service quality?

Dynamics 365 Customer Service enhances service quality by providing a comprehensive view of customer interactions, empowering agents with the tools and information they need to deliver personalised and efficient support.  

Using the data insights within the tool, you can also identify areas for improvement, allowing you to continuously optimise your service to delight customers. 

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