Dynamics 365 Customer Service to structure your support

The hidden cost of disorganised support

Requests arriving by email, phone and web form with no central tracking, customers chased twice by two different people, response commitments nobody can verify: disorganised customer service erodes satisfaction and drives away existing customers — the cheapest ones to keep. Dynamics 365 Customer Service brings full traceability: every request becomes a ticket, with an owner, a priority and a deadline.

What we put in place

• Ticket management — automatic creation from your channels (email, form, portal), routing and escalation rules.
• Service contracts and SLAs — commitments differentiated by customer or contract, measured in real time.
• Self-service customer portal — customers track their requests and browse the knowledge base around the clock.
• 360° customer view — full history of exchanges, orders and incidents, shared with the sales team if you useDynamics 365 Sales.
• Quality indicators — volumes, response times, first-contact resolution rate, customer satisfaction (CSAT).

A progressive rollout, sized for mid-market companies

As with all our projects, we start with a targeted scope — usually email ticket management — live in six weeks, then extend: portal, chat, satisfaction surveys. Your agents are trained on real cases and supported after go-live.