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Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service empowers people and unifies technology to earn client loyalty through smarter processes and exceptional experiences.

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Earn loyalty

Want to improve service, without working harder?

Work smarter with connected Dynamics 365 processes to resolve issues and consistently deliver amazing service.

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Self-Service

Are you meeting expectations with online self-service?

Empower customers to find answers and raise service issues on-demand via a secure, integrated web portal.

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Empower teams

Do you have a single source of truth for each relationship?

Unify all customer detail in one place for a complete view about each relationship by desktop, web and mobile.

Demonstrating Dynamics 365 Customer Service Hub

How to Transform Customer Service with Dynamics 365

Download this guide to read more about how Microsoft Dynamics 365 will help your organisation deliver fast, personalised service and support.

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Empower Agents

  • Quickly resolve issues with complete relationship information accessible in a single interface hub
  • Make every interaction matter with case management tools that empower agents and increase first call resolution rates
  • Preact will help you implement process flows which guide agents to successful outcomes by following your rules and best practices

Preact customer service managers

Agile Service Delivery

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

Trigger notifications that alert managers if unresolved issues are at risk of breaching SLA conditions so corrective action can be taken.

Service Insights

Improve customer service and operational efficiency by using embedded AI-driven insights from cases to make more informed decisions. Boost customer satisfaction by better handling support cases and complaints, and monitor trends to see what is working.

Monitor customer service performance, as isolated snippets and over a period of time, to better understand trends. Review new cases, customer satisfaction (CSAT Scores), topic details, resolutions (and time taken) and KPI summaries. Filter the data by new cases, specific product or even topics.

Use the insights to turn data into action. For example, spot trends of emerging issues, and resolve them, before they impact more customers, or even see resolutions times for individual members of the team to see who may need additional guidance.

Dynamics 365 Customer Service Insights

Omnichannel Capabilities

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

Web Portals

Deploy connected self-service web portals enabling customers to find answers, make service requests and update contact information.

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Integrated Chat

Connect and engage customers across integrated chat and digital messaging channels.

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Surveys

Use Dynamics 365 Customer Voice surveys to collect customer opinions and ratings to enrich data and quickly act on this feedback.

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Social Integration

Dynamics 365 works with Orlo social media management tools to ensure responsiveness for any opportunity or crisis.

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Client Case Studies

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Virtual College

Training Provider

Outcomes included - unified customer and course data and integrations creating seamless and consistent customer journeys across all channels.

Case Study

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Age UK Islington

Charity

Outcomes included - paperless processing, reduced cost to onboard volunteers, data driven insights to optimise community services and more responsive service delivery.

Case Study

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DDC Dolphin

Hygiene & Infection Control

Outcomes included - numerous time saving processes to increase productivity, gaining quicker performance insights, greater flexibility to manage service visits and customer assets.

Case Study

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BeBa Energy

Renewable Energy

Outcomes included - connected business processes helped the company to expand despite market turbulence, improved service delivery through integrated web portal and proactive maintenance.

Case Study

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BCR Associates

Business Consultancy

Outcomes included - increase user sentiment towards CRM, higher levels of client satisfaction and increased billing, new actionable data insights and increased mobile productivity.

Case Study

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British Gymnastics Foundation

Charity

Outcomes included - improved handling of key processes by deploying a connected self-service Dynamics 365 / Power Apps web portal.

Case Study

Our Clients Include...

What our clients say...

Preact have consistently delivered a high level of care and attention to detail. I find their team to be professional, knowledgeable, credible and responsive. Their technical knowledge of the Microsoft platform is second to none.

  • ramsac
  • Dan May, Commercial Director

Since we started using Preact’s managed service we’ve been able to step up the pace of improvements and do more with Dynamics 365.

  • Dorset Mental Health Forum
  • Chris Jones

Compared to our previous supplier, Preact has been far more responsive and demonstrated a ‘can-do’ approach. Our discussions are always consultative which has helped us understand just how much is possible in Microsoft Dynamics 365.

  • Source Telecom
  • Laura Fowler, Business Account Manager

Preact has supported us through a very ambitious development of Dynamics, from which we've seen real success and greater adoption.

  • Virtual College
  • Helen Alexander, Dynamics Product Owner

I have found Preact large enough to cater for our requirements but small enough to care. They seem to have low staff turnover which means we often speak to the same people who understand what we need and why.

  • British Gymnastics Foundation

Download Case Studies

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As CRM experts, Preact will help you utilise Microsoft Dynamics 365 to make customer care a differentiator, empowering everyone in your organisation use this technology to consistently deliver outstanding service. Get in touch with us to discuss your requirements.

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