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.
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 Intelligence
Identify trends and gain valuable insights into customer behaviour, agent productivity and service experiences.
By connecting Dynamics 365 with Power BI you be able to 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
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.
