Dynamics 365 Customer Service

Comprehensive Customer Service Transformation for Your Organization

Microsoft Dynamics 365 Customer Service is a cloud-based CRM solution designed to deliver seamless, personalized support across every customer touchpoint. It empowers service teams with AI-driven insights, case automation, and a unified agent experience to resolve issues faster and boost customer satisfaction. With omnichannel engagement, embedded knowledge, and real-time analytics, organizations can improve service efficiency, reduce resolution times, and build lasting customer relationships. Dynamics 365 Customer Service enables businesses to deliver proactive, consistent, and high-quality support at scale.

Optimize your services with Microsoft Dynamics 365 Customer Service. Deliver personalized support, improve workflows, and manage customer relationships effectively using Dynamics 365 CE and Microsoft Dynamics CRM for smarter customer experience management.

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KEY FEATURES

Case & Knowledge Management

Case lifecycle automation, integrated knowledge base, and unified management streamline support by enabling faster resolutions, better visibility, and improved self-service.

Analytics & Insights

Analytics & Insights provide real-time data to track performance, understand user behavior, and drive informed, data-backed decisions for continuous improvement.

Omni-Channel Engagement

Omni-channel engagement ensures seamless customer interactions across email, chat, social media, and calls—delivering consistent support and a unified experience across all touchpoints.

Customer Self-Service

Customer Portal, Embedded Chat & Knowledge, and Multi-language Support empower users with 24/7 self-service, real-time assistance, and localized experiences—enhancing satisfaction and reducing support load.

AI & Automation

AI & Automation enhance efficiency by predicting user needs, automating routine tasks, and enabling faster, smarter decision-making across processes.

Compliance & SLA Management

Compliance & SLA Management ensures adherence to regulations and service-level agreements through automated tracking, alerts, and performance monitoring.

D365 Customer Service Modules & Business Processes

Case Creation & Logging

Capture issues from all channels into a centralized system.

Case Assignment & Routing

Queue Management, SLA Management, AI & Automation

SLA Tracking & Escalation

SLA Management, Case Management, Insights

Omni-channel Interaction

Seamless engagement across chat, email, voice, and social channels.

Multi-language & Localization

Deliver content and support in multiple languages.

Reporting & Monitoring

Analyze service metrics and team performance.

INTEGRATION

Microsoft Teams

  • We integrate Teams with D365 to enable agents to collaborate instantly across departments—improving resolution time and internal coordination

Microsoft Customer Voice Integration

  • Capture customer feedback linked to cases—analyze CSAT and NPS to continuously improve service delivery.

Outlook & Exchange

  • Emails and appointments auto-sync with case records for full communication tracking—ensuring every interaction is logged.

SharePoint for Document Management

  • Store, link, and access documents like manuals, SOPs, or reports directly within the case interface for fast retrieval.

Power BI Dashboards

  • We build custom dashboards using Power BI to visualize service KPIs, SLA performance, and agent productivity—driving data-led service decisions.

Chatbots with Power Virtual Agents

  • Deploy low-code AI chatbots to resolve common queries, recommend articles, or initiate support cases 24/7—reducing load on live agents.

Power Automate Workflows

  • Automate case routing, SLA alerts, and feedback surveys to reduce manual effort and improve consistency in service delivery.

Azure Communication Services

  • Enable rich voice, chat, and video capabilities natively within the CRM—ideal for high-touch customer support use cases.

OUR KEY OFFERINGS

Enterprise Process
Diagnostic/ Review

20%

Reduction in discovery
timeline

Implementations

30%

Improvement in
operational efficiency

System
Integration

90%

Reduction in data errors through integrations

Migrations
& Upgrades

50%

Faster system operations

Managed
Services

40% - 60%

Faster IT issue resolution

Support &
Maintenance

70%

Faster critical ERP issue resolution

KEY HIGHLIGHTS & VALUE PROPOSITION

Business Domain Expertise

In-depth domain knowledge to address specific industry challenges cutting down up-to ~30% unnecessary customization costs.

Tailored Solutions

Customized workflows with full lifecycle support. Improved Efficiency, CSAT, NPS.

Measurable ROI

Innovation and strategy for tangible value, guaranteeing real ROI over a longer duration, including build-in inflation -adjustments and time to market.

VALUE PROPOSITION

60%

faster adoption of new system organization wide

Customer Education & Enablement

Multi-Channel Training Content | Localized & Multi-Language Training Support | Proactive User Engagement Strategies | Market trends update

20%

Project Time While Delivering Future Proof Solutions.

Comprehensive E2E Services

Strategy | Process Consulting & Re-Engineering Design | Implementation | Continuous Improvement Services | Cross- Functional Team Collaboration

30%

Saves Up To On Recurring Cost

Cost-Effectiveness

Scalable Solutions | Template Repository Technical Library | Test Case Repository | Technical COE | Offshore Delivery Model

30%

Reduced Risk Exposure Up To, With Automated Monitoring Tools.

Risk & Compliance

Automated Risk Assessment | Regulatory-Ready ERP Solution | GDPR & SOX Compliant Framework | Al-Driven Compliance Alerts & Notifications

We Can Help You To Fill This GAP

Current Challenges

1

Fragmented Data

2

Inefficient Processes

3

Operational blind spots

4

Limited insights

5

Manual tasks

Desired Outcomes

Unified platform for all data

Workflow automation

AI chatbots

Real‐time Insights

Seamless integrations and more!

What Sets Us Apart

  • - Technical
    COE

    15–20%

    faster delivery via  coding best practices & environment branching

    90%+

    certification rate    among COE tech experts

  • - Repository Frameworks

    99.5%

    data accuracy in client migrations

    4 Weeks

    manual migration effort saved by pre-tested scripts.

  • - Data
    Expertise

    15–20%

    reduction in project efforts with 100+ reusable templates from past projects.

    Reference for ease of customization, Power Platform automation, Power BI reports

  • - Pre-Built
    Accelerators

    25%

    reduction in implementation timelines with deployment accelerators.

    10+

    implementations successfully delivered faster time-to-value.

  • - Risk & Compliance Frameworks

    30%

    reduction in risk  exposure with automated monitoring tools.

    100+

    adherence to GDPR, SOC, ISO, and other relevant compliance standards.

  •  
  •  
  •  
  •  
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  •  - Risk & Compliance Frameworks

    30%

    reduction in risk  exposure with automated monitoring tools.

    100+

    adherence to GDPR, SOC, ISO, and other relevant compliance standards.

  •  - Pre-Built
    Accelerators

    25%

    reduction in implementation timelines with deployment accelerators.

    10+

    implementations successfully delivered faster time-to-value.

  •  - Data
    Expertise

    15–20%

    reduction in project efforts with 100+ reusable templates from past projects.

    Reference for ease of customization, Power Platform automation, Power BI reports

  •  - Repository Frameworks

    99.5%

    data accuracy in client migrations

    4 Weeks

    manual migration effort saved by pre-tested scripts.

  •  - Technical
    COE

    15–20%

    faster delivery via  coding best practices & environment branching

    90%+

    certification rate    among COE tech experts

Let's Make Something Amazing Together

Innovate and optimize your business process to achieve your organization goals and reduce overall business cost.

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