Microsoft Dynamics 365 Customer Service
Good service is not
a memory test.
Dynamics 365 Customer Service turns requests into cases with an owner, a priority and a history, so customers stop repeating themselves and managers can see what is late before the customer tells them. The gain comes from agreeing how service should run, not from switching a product on.
Microsoft partner delivering Dynamics 365 Customer Service implementation and optimisation in the UK.
Overview
What is Dynamics 365 Customer Service?
The case management application for everything that happens after the sale: requests, service levels, entitlements, knowledge and self-service, on the same platform as sales and field work.
Customer Service
Cases and service levels
Requests, ownership, SLAs, knowledge and reporting in one place.
After the sale
Dynamics 365 Sales
Before the order
Pipeline, quoting and the relationship history behind every account.
Dynamics 365 Field Service
When someone has to attend
Work orders, scheduling, mobile working, parts and asset history.
Decide what your service promise is before you configure one.
Most SLA disputes come from vague definitions, not from the software.
Sound familiar?
The team is not the problem. The process around them is.
When requests live in a mailbox, ownership is informal and knowledge sits with individuals, service quality depends entirely on who happens to be at their desk.
The shared inbox is the system
Requests arrive in a mailbox, get claimed informally and disappear when someone is on leave.
Customers repeat themselves
Every handover starts the story again because the history sits with a person, not the record.
Nobody can prove the response time
SLAs exist in the contract, but there is no honest way to report against them.
The same question keeps coming back
Answers are re-typed daily because nothing is captured as reusable knowledge.
Escalation is a phone call to whoever answers
There is no defined path, so the loudest issue wins rather than the most important one.
Benefits
What changes when every request is a case
The practical differences service managers tell us they noticed once the basics were in place.
Industries
Case working looks different in every sector.
Choose a sector to see the service process the system has to support, what it is worth when it holds together, and what we bring to it.
Public Sector example
- 1
Contact
- 2
Case
- 3
Assessment
- 4
Action
- 5
Update
- 6
Close
One resident contacts several teams about the same issue, and each team holds a different part of the record.
What it is worth
- A single view of contact across services
- Auditable handling and defensible timelines
- Fewer repeat contacts caused by lost handovers
With InteliSense as partner
- Experience of case working within public sector governance
- Information handling and access designed in from the start
- Realistic phasing that fits committee and funding cycles
How it works
Follow the request from contact to closure.
Customer Service connects the work around the same customer, contract and knowledge information the rest of the business relies on.
- 1Contact
- 2Case
- 3Triage
- 4Work
- 5Resolve
- 6Learn
Requests become cases the moment they arrive, whichever channel they came from, so nothing depends on someone remembering to log it.
Work is routed by rules that reflect how your teams are actually organised, rather than everything landing in one queue for a manager to distribute.
Response and resolution clocks run against the case, including the pauses you have agreed with customers, so reporting reflects the contract.
Who is entitled to what is held against the customer, which stops support being given away quietly and makes renewals easier to justify.
Resolutions become knowledge with a review step, so the answer improves over time instead of being re-written by whoever is on shift.
Customers can raise and follow their own requests, which removes chasing emails without pushing people away from real help.
There is a defined path when something is going wrong, with an accountable owner rather than an informal phone call.
Reporting shows where demand is coming from and what keeps returning, which is where the real cost reduction sits.
Customer experience
Customers describing what we are like to work with.
The strongest evidence of how we work comes from the organisations we work with.
80%
of our business comes from existing customers and referrals.
The best I’ve ever experienced in over 20 years of collaboration.
Programme Manager, Hill & Smith Plc
These are relationship and delivery stories, not scope or timescale claims. Nothing in them should be read as a promise about what your implementation would cost or how long it would take.
Before you call
The questions service leaders ask us first.
A conversation, not a demo
Start with the promise you make to customers.
Tell us what your service should look like and where it currently falls over. We will tell you what Customer Service would change, what you may already own, and what the first sensible step is.