Dynamics 365 Customer Service

Exceed expectations by identifying and removing the barriers that prevents your customers receiving, a seamless, positive experience.  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.

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
Journey within Dynamics 365 Customer Service

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.
  • Assist web, portal and app users with integrated chat and personalised omni-channel experiences.
  • Use integrated Microsoft Forms Pro surveys to collect customer opinions and ratings to act on this feedback and enrich data.
  • Works with Orlo social engagement to help organisations be responsive to any opportunity or crisis.

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 AI-powered visualizations to help you gain actionable insights that will improve service metrics.

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.


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: Dynamics 365 for Customer Service

DDC Dolphin

DDC Dolphin

BCR Associates

BCR Associates

BeBa Energy

Beba Energy

Our Customers Include...

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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.

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Dynamics 365 Digital Transformation Guide

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

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