Microsoft Dynamics 365 Customer Service
Build customer loyalty with effortless service experiences
Every interaction matters in customer service, and the modern client expects a seamless experience with your brand, regardless of channel.
Customer service teams often face this challenge when moving from a multi-channel to a true omni-channel service provision.
Are all agents able to view one customer history regardless of the last communication channel they used?
How is the service team configured – by channel or skill set, does this create siloes and does the technology they use exchange data or support knowledge sharing?
These challenges cause frustration for customer service agents and customers alike.
Microsoft Dynamics 365 Customer Service helps your business build brand affinity and customer loyalty and empower your teams with the streamlined data and unified technology they need to deliver seamless, personalized experiences.
BENEFITS – Dynamics 365 Customer Service
Elevate Your Customer Service
Discover how technology and best practices are transforming IT service management
CAPABILITIES – Dynamics 365 Customer Service
Omni-channel engagement
Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.
A unified platform ensures context across channels and engagements, delivering personalized and consistent service with minimal customer effort.
Self-service and communities
Empower those customers who increasingly prefer to find answers on their own through self-service and community options.
Provide branded self-service options that deliver consistent, up-to-date answers and personalized information, and a community experience to connect with peers and subject matter experts.
Agent enablement
Empower agents with a single, unified experience to speed up resolution and provide differentiated levels of support.
Dynamics 365 Customer Service gives agents a complete 360-degree view of the customer, including a full history of interactions, user preferences, and relevant customer information.
A role-tailored experience contextually serves up the tools, guidance and data that agents need to provide a more personalized, effective standard of service.
Unified knowledge
Equip customers and frontline staff with a definitive single source of truth through knowledge sharing.
Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your Knowledge Base (KB) through rich analytics.
Quickly offer the most appropriate knowledge articles using relevance search.
Select articles faster with highlighted search-term matches in the results list.
Service intelligence
Identify trends, anticipate opportunities and gain insights using rich analytics and embedded reporting.
Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities.
Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.
Use Copilot for Dynamics 365 to harness the power of Artificial Intelligence for optimized agent productivity and customer experience.
FEATURES – Dynamics 365 Customer Service
What’s inside…
PRODWARE SOLUTIONS & ACCELERATORS
CEM GDPR accelerator
The GDPR accelerator enables organizations’ CRM to be compliant with GDPR regulations. The accelerator simplifies compliance with privacy requests from data subjects, with an easy to use interface for CRM operators, and logs all operations to comply with record-keeping requirements. This accelerator includes consents database management and search functionality to help your team quickly perform users’ rights.
CRM User Adoption service
Our CRM User Adoption service helps in a key element of any CRM implementation, for the long-term success and value from your business investment.
Critically, we support your organization before, during and after CRM implementation to ensure you get the true value of the latest technology.
Fast Service
Built on Microsoft Dynamics 365 Customer Service, Fast Service is a simplified customer service tool built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB service teams to manage your customers and cases.
IT Service Management
Helps IT companies to fully comply with ITIL processes as part of their best practice service provision. ITSM provides additional functionalities within Dynamics 365 Customer Service, such as Agreement Management, Incident and Request management, Change and Release Management plus a Self Service Portal.
Why choose Prodware?
As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM and Dynamics 365 for Customer Engagement projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.