Microsoft Dynamics 365 Customer Service

Microsoft 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
Customer Service Process from Customer, Agent to 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 Screenshot

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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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Dynamics 365 Sales & Service guide

Find out how Dynamics 365 sales and service apps will help you transform productivity and engage your customers.

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