Customer Engagement

Leading with Microsoft Dynamics, Preact will help you meet the challenges of an evolving customer service landscape to earn client loyalty through smarter processes.

Empower Agents & Wow Customers

  • Make every interaction matter with case management tools that empower agents to deliver service excellence.
  • We'll configure process flows that provide prescriptive advice guiding agents to successful outcomes by following your defined rules and best practices.
  • Provide a personalised service and resolve issues faster with complete relationship information that is accessible in a single interface hub by desktop, mobile and tablet devices.

Stay Agile

Respond quickly, prioritise client issues and adhere to service level agreements. This includes automatically creating cases from emails and case routing that deliver service issues to the correct people in line.

Trigger notifications that alert managers if unresolved issues are at risk of breaching SLA conditions enabling corrective action to be taken to preserve service quality and protect relationships.

Service Anytime, Anywhere

Enable customers to engage you effortlessly through the channel of their choice using any device - and collect their feedback after every interaction:

  • Deploy integrated self-service web portals enabling customers to search for answers, make service requests, check the status of cases and even interact with their peers.
  • Analyse interactions using Microsoft Social Engagement and use social data including sentiment and intent tags to trigger CRM cases and respond via your social accounts.
  • Use integrated surveys collect customer opinions, ratings and feedback to enrich data and identify performance gaps in your products and service delivery.

Keep Customers In The Loop

To keep customers informed about the progress of their service issues we'll implement automated email notifications when CRM cases are created, updated and resolved.


Service Intelligence

Identify trends and gain powerful insights into customer behaviour, agent productivity and service experiences.

Real-time, interactive dashboards utilise analytics and provide advanced visualizations giving you actionable insights to continuously improve service metrics and earn loyalty.

Track service performance indicators to answer crucial questions including: 'How many cases did we close this week', 'What was the average handling time?' and 'What issues are consuming the most time?'


Provide The Right Answers, At The Right Time

Share solutions to frequently encountered questions and issues in unified CRM knowledge articles that enable service agents to supply the right answers with a single source of truth.

Project Service Automation

Through project service automation we connect people, processes and technology to enhance the delivery of projects for on-time, on-budget professional engagements.

How Preact Will Help You Earn Customer Loyalty

Service has never been more important and expectations are on the rise.

For those with a customer-centric focus and passion, there has never been a more exciting time to be in customer service!

As CRM experts, Preact will help you to utilise this technology to make customer care a key differentiator and empower everyone in your organisation use these tools to deliver a consistently satisfying service.

Phone 0800 381 1000 or email us, to discuss your requirements and arrange a demonstration to discover how Microsoft Dynamics and Preact will help you achieve your CRM goals.

Our Customers Include...

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Contact Us

Call +44(0)1628 661 810 or email us, to discuss your requirements and learn more about our CRM solutions for service teams.

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