D365 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.

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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%

mprovement in
operational efficiency

System
Integration

90%

Eduction 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

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

Measurable ROI

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

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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  •  
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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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