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Dynamics 365 for Customer Service

Help meet the rising challenges of an evolving customer service landscape by earning client loyalty through smarter processes.

Earn loyalty

Would you like to improve service delivery, without working harder?

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

24/7 self-service

Are you meeting client expectations with online self-service?

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

Empower teams

Do you have a single source of truth about each customer relationship?

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

Empower Agents & Wow Customers

  • Provide a personalised service and quickly resolve issues with complete relationship information accessible in a single interface hub by desktop, mobile and tablet devices
  • Make every interaction matter with case management tools that empower agents and increase first call resolution rates
  • We'll configure process flows that provide prescriptive advice guiding agents to successful outcomes by following your business rules and best practices

Contact Preact to discuss your requirements and get advice from our experts.

Dynamics 365 Self-Service Portals

Discover how to transform service experience and increase engagement with a Dynamics 365 web portal.

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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 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 that enable customers to find answers, make service requests, update contact information and interact with their peers.
  • Analyse social interactions using Market Insights and use AI-powered sentiment and intent tags to trigger service cases in Dynamics 365 and respond via social accounts.
  • Assist web, portal and app users with integrated chat and personalised omni-channel experiences.
  • Use integrated surveys collect customer opinions, ratings and feedback to enrich data and identify performance gaps.

Keep Customers In The Loop

To keep customers informed about the progress of their service issues we'll implement automated email notifications when cases are created, updated and resolved in Dynamics 365.

Service Insights

Identify trends and gain valuable insights into customer behaviour, agent productivity and service experiences with embedded AI and machine learning capabilities.

With Dynamics 365 Customer Service Insights, access real-time, interactive dashboards featuring advanced visualizations to help you gain actionable insights that will improve service metrics and earn loyalty.

Track service KPI's 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

Find solutions to frequently encountered questions and issues from unified knowledge posts that enable service agents to supply proven solutions from a single source of truth.

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How Preact Will Help You Improve Service Delivery

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 utilise Microsoft Dynamics 365 to make customer care a differentiator and empower everyone in your organisation use this technology to consistently deliver outstanding service.

Phone 0800 381 1000 or email us, to discuss your requirements and arrange a demonstration to discover how Dynamics 365 and Preact will help you achieve your goals.

Case Studies: Leveraging Dynamics 365 for Customer Service

DDC Dolphin

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BCR Associates

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Beba Energy

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Our Customers Include...

Contact Us

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

Preact have my recommendation because of the people we deal with. When I need to, I can always speak to our technical account manager who knows our system and understands our process. We can bounce ideas off him, discuss issues and get advice. This has proved invaluable in helping us determine further Dynamics 365 changes.

  • Drax UK
  • Colin Smith, Sales & Marketing Manager

Preact have consistently delivered a high level of customer care and attention to detail. I find their team to be professional, knowledgeable, credible and responsive. We have worked with other developers in the past and I’ve never had more confidence in a firm than I do with Preact. Their technical knowledge of the Microsoft Dynamics platform is second to none.

  • ramsac
  • Dan May, Commercial Director

"When we look for emerging trends and patterns we could easily spend 20 hours or more collecting and analysing our data but using Power BI everything we need is available in real-time.”

  • The Matthew Project
  • Malin Holm, Data Lead

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
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