15 Smart Ways To Transform Customer Service With Dynamics 365

Expectations continue to rise on the mix of channels that customers want to use to engage with organisations, and their service expectations.

In attempting to meet these demands, companies often encounter a series of challenges.

Customers want quick, relevant answers on the go and many prefer to solve issues on their own. This often means the issues reported by phone are increasingly complex.

That makes the task for support agents ever more demanding as demonstrated by a decline in first call resolution rates during recent years.

If service agents don’t have access to the tools and resources they need to efficiently resolve these tougher cases they'll likely feel overwhelmed - especially if they are new in the role.

When individuals don’t feel they have the tools, information or support to perform, their job satisfaction suffers and ultimately they are unlikely to stick around.

On the flip-side, when customers speak to people who seem uninformed, keep them waiting for solutions or are ask them to repeat that same information, they'll also be looking elsewhere.

As customers interact with organisations across more channels, businesses are striving to meet expectations by providing a personalised and consistent experience across these touch points.

Extra functionality to plug service gaps can usually be sourced easily enough but if these solutions aren’t connected this just creates more complexity.

With few service organisations believing that they are consistently resolving customer issues in a single application, the result is a fragmented experience and ho-hum service quality.

With customer experience such a crucial differentiator, finding a solution to these challenges is an imperative.

Microsoft Dynamics 365 addresses this through connected business apps that work together to empower agents and earn client loyalty by delivering a unified, personalised service across these various channels.

In this post we've shared 15 examples of how Dynamics 365 helps businesses transform their service delivery to win and retain customers.

To learn more why not get in touch to learn more about Dynamics 365 and how if will benefit your business.

1. Case Management

Dynamics 365 Customer Service & Sales apps offer inbuilt capabilities for case management. These enable teams to deal with all support tickets, service incidents, complaints and other issues in one place. With this detail is easily accessible to everyone it creates a single source of truth that is connected to wider relationship detail and other business processes.  

2. Guided Processes

Service quality is sure to improve when service issues are handled consistently and agents are guided towards a resolution in line with proven methodology.

Dynamics 365 guided process flows cover multiple scenarios that prompt service users to ask the right questions and collect relevant data to progress cases in line with your processing rules and best practices. 

Responding to service issues is rarely a linear process so Dynamics 365 offers branching logic that will adapt process steps within the context of the data entered to reach a resolution. 

3. Integrated Knowledge

Using Dynamics 365 knowledge capabilities, proven answers are readily available to customers and agents to reduce resolution times. By sharing best practice and solutions to frequently encountered issues and questions, it will improve both service quality and scale as agents no longer need to spend as much time on repetitive issues. 

4. Integrated Web Portal 

Many Dynamics 365 customers are automatically entitled to deploy an integrated self-service web portal. As well as providing access to knowledge posts to find solutions, these enable customers to make service requests, check a case status, as well as checking or updating CRM contact data. 

An integrated portal is a brand new channel that gives customers greater flexibility to decide how they interact with an organisation. New cases can be logged outside normal office hours while many other requests can be deflected by giving portal users access to knowledge posts, a portal forum, or having access to check or update selective CRM contact data via the portal.

5. Service Analytics

Real-time reporting across all service metrics means that any aspect of the delivery effort can be measured and reported to understand and improve performance. 

To better identify trends and gain powerful insights into customer behaviour, agent productivity and service experiences, connect Dynamics 365 data with Power BI. Through interactive dashboards, analytics provide advanced visualizations which create fresh insights that will help to continuously improve service quality with informed, data-driven decision making.

6. Integrated Feedback

Use feedback from Microsoft Voice of the Customer, ClickDimensions surveys, or another integrated survey to collect customer opinions, ratings and comment that will enrich data and identify performance gaps. Survey invitations can be triggered as part of a business processes, for example when a case is closed or following an event, for timely feedback when actions occur. 

7. Tracking Metered Service Contract & Agreements

By using the Dynamics 365 'Entitlements' entity, CRM users can easily assess if they are able to support a contact. This is especially useful if support is delivered on a metered basis to understand if sufficient capacity is available to respond to a new request. This might represent the total number of cases that can be logged within a term, or how many hours which can be allocated to new requirements. With clear visibility of support, agents can quickly confirm entitlement and deal with new requests.

8. Service Everywhere

Through its unified interface, Dynamics 365 enables service professionals to access customer records and service processes wherever they work, with a consistent user experience across desktop, laptop and mobile. By keeping everyone connected to the service data that matters, staff are empowered to do business anywhere and deliver great service regardless of how they access Dynamics. 

9. Meet Service Expectations with SLA's

Varying service levels can be offered to different customer groups based on the product or service that is purchased. 

Each SLA is defined in Dynamics 365 to reflect these metrics and key performance indicators. Popular KPI's include a time limit for an initial response to a new case, or defining the maximum time period that a case can be open. These are displayed to service agents as timers to indicate remaining time while automated workflows can be set to trigger alerts if any case or other record type is at risk of breaching an SLA.

10. Live Assist Web Chat

Live Assist by CafeX is an omni-channel solution that extends Dynamics 365 to increase service engagement across mobile and desktop including live chat, co-browse, chatbots, as well as voice and video escalation.

The enables agents to answer questions, share information across web chat and help visitors navigate websites and portals to quickly resolve issues and maximise online conversion rates. As well as being accessible within Dynamics, chat details are retained on each record.

11. Unified Service Desk for call centres

As well as pulling together cases, knowledge posts, contact records and other data from Dynamics 365, the Unified Service Desk also connects with other service tools and resources such as telephony systems and live chat. By getting these solutions to work together and hook these feeds into a single interface, it avoid the need for users to juggle between different windows to better help customers and respond to service issues.

12. Microsoft Social Engagement

By monitoring social posts through automated machine learning, actionable posts can be identified using sentiment analysis and intent tags. When complaints, questions and other service related posts are highlighted these can be converted into cases and handled within a Dynamics 365 case management guided process.

13. Gamification

Add gaming capabilities to increase competition as agents are motivated to achieve performance targets through prizes and recognition. Gamification applies the concept of fantasy sports to Dynamics 365 data to award users points for completed actions. This can include KPI’s that reflect the number of resolved cases, or published knowledge articles.

14. Integrate with Marketing

Use Dynamics 365 for Marketing, or connect with email marketing and marketing automation apps such as ClickDimensions, to manage customer contact preferences and consent instructions. This detail can be used to share relevant and personalised content and demonstrate GDPR compliance. 

15. Connect Service Capabilities

Through its connected apps including sales, customer service and field service, Dynamics 365 means that all users have visibility into customer interactions via a single interface. With a clear picture of each relationship, including recent engagements, teams are able to make better decisions when they interact and in turn, customers will experience a better, and more consistent, service. 

Improving Customer Service with Dynamics 365

These are just some examples to demonstrate how Microsoft Dynamics 365 for Customer Service helps businesses innovate processes to transform service delivery. 

To learn more contact Preact to discuss your requirements, or watch our presentation which covers many of the items featured in this post.


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