Dynamics 365 Customer Service

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

Earn Loyalty

Earn loyalty

Want to improve service, without working harder?

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

Self-Service Portal

24/7 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.

Empower Teams

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.

How Preact Will Help You Improve Service Delivery

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.

Phone 0800 381 1000 or email us, to discuss your requirements.

Demonstrating Customer Service Hub

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 AI-driven insights. The Dynamics 365 Customer Service Insights add-on uses data from cases so organisations can 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.

Customer Service Insights KPI

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.

Omnichannel Capabilities

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

  • Deploy self-service web portals enabling customers to find answers, make service requests, update contact information and interact with their peers.
  • Engage with customers across integrated chat and personalised omnichannel experiences.
  • Use connected Dynamics 365 Customer Voice surveys to collect customer opinions and ratings to enrich data and quickly act on this feedback.
  • Works with Orlo social tools to ensure responsiveness for any opportunity or crisis.


Client Case Studies

Our Customers Include...

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Dynamics 365 Digital Transformation Guide

Get your guide to increasing customer loyalty through connected processes and intelligent service insights.

Download Guide