Microsoft Dynamics 365 Customer Service: Consulting, Development & Support

Microsoft Dynamics 365 Customer Service, enhanced with Generative AI, empowers organisations to deliver exceptional customer experiences.

This solution streamlines operations, making agents’ work effortless, enabling customer self-service, and optimising service processes. It provides personalised experiences that demonstrate a deep understanding of customers’ needs. The integration of Generative AI not only boosts individual productivity but also elevates organisational capabilities, positioning Microsoft Dynamics 365 as a leader in CRM Customer Engagement.

Benefits of Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service delivers operational efficiency and breakthrough customer experiences, enabling businesses to:

  • Become more agile.
  • Simplify operations without additional costs.
  • Ensure value-driven pricing with measurable ROI.

Benefits of Implementing Dynamics 365 Customer Service

These advantages position Microsoft Dynamics 365 Customer Service as an essential solution for organisations aiming to elevate their customer service capabilities and boost customer satisfaction.

01

Unified Experience

Consolidates customer data from various touchpoints, creating a single, comprehensive view of each customer journey.


02

AI Powered Insights

Provides actionable insights to identify trends, resolve issues, and suggest solutions, improving decision-making and service quality.


03

Omnichannel Coverage

Seamlessly integrates communication channels, such as email, chat, social media, and phone, for a consistent customer experience.


04

Predictive Technology

Anticipates customer needs using machine learning, empowering proactive and timely responses.


05

Automation

Automates routine processes, saving staff time, reducing costs, and enhancing customer satisfaction.


06

Lifetime Value

Delivers personalised experiences, enhances customer retention, and drives account growth.


07

High Profitability

Identifies cross-sell and up-sell opportunities through customer insights.


08

Customer Experiences

Streamlines interactions and personalises support for exceptional service delivery.


09

Optimised Operations

Provides actionable insights to monitor and improve operational efficiency.


10

Brand Differentiation

Builds unique customer experiences to foster loyalty and stand out in competitive markets.


As a CFO, COO or technical expert deciding on which CRM-CEC or CRM Suite, Microsoft Dynamics 365 Service Solution is your answer to positive lifelong customer relationships.

Test Drive Dynamics 365 Customer Service

Experience the transformative capabilities of Microsoft Dynamics 365 Customer Service. Empower agents, optimise operations, and provide superior customer service that builds lasting relationships.

Features of Dynamics 365 Customer Service

Dynamics 365 Customer Service offers a range of features designed to improve customer service experiences. Please note that the availability of these features may vary based on the version of Dynamics 365 Customer Service you are using.

Dynamics 365 Customer Service offers an intuitive and modern administration interface, enabling quick setup and efficient utilisation of its features. Key administrative capabilities include:

  • Assign Agent Profiles: Define agent experience profiles based on security roles.
  • Custom Branding: Apply your company branding to the live chat widget 2.0 for a consistent customer-facing experience.
  • Enhanced Productivity: Benefit from an improved admin experience that streamlines workflows.
  • External Knowledge Integration: Integrate and search external knowledge sources to enrich support resources.
  • Omnichannel Analytics: Customise data models for real-time analytics across multiple channels.
  • Power Virtual Agents Onboarding: Simplify bot onboarding with enhanced setup options.
  • One-Click Feature Setup: Quickly activate key Customer Service features.
  • Custom Historical Analytics: Tailor data models for historical analytics reports to suit specific business needs.

These features ensure administrators can efficiently configure and manage Dynamics 365 Customer Service, driving operational excellence.

Empowering Agents with Enhanced Productivity.

Dynamics 365 Customer Service equips agents with tools to manage multiple interactions seamlessly, work across various applications without losing context, and boost efficiency with productivity-enhancing features. Key capabilities include:

  • Forecast Agent Demand: Predict and manage agent workloads to handle customer conversations effectively.
  • Efficient Case Management: Create and manage cases using an enhanced case form for streamlined workflows.
  • Quick Template Access: Find email templates faster with improved template selection, saving time and improving response quality.

These features empower agents to deliver superior customer service while maintaining high productivity.

Leverage Generative AI and automation to empower agents, enabling them to deliver exceptional customer service and enhance overall customer experiences. This cutting-edge technology streamlines processes, provides intelligent assistance, and helps agents resolve issues more effectively and efficiently.

Harness AI-driven embedded insights and analytics to enhance customer satisfaction. Real-time data empowers your team to make informed decisions, proactively address issues, and deliver personalised, high-quality service experiences.

Efficiently track and manage customer issues through cases. Dynamics 365 Customer Service provides a structured approach to monitor case progress, ensuring timely resolutions and improved customer satisfaction..

Enhance teamwork by sharing information through the knowledge base. Dynamics 365 Customer Service enables seamless access to shared resources, helping teams resolve issues efficiently and maintain consistent service quality.

Utilise unified routing to efficiently assign work items to the right resources. Dynamics 365 Customer Service ensures tasks are directed to the appropriate team members or departments, optimising workflows and improving response times.

Empower agents with a unified desktop experience that allows them to:

  • Manage multiple customer interactions seamlessly.
  • Work across various applications without losing context.
  • Boost efficiency using built-in productivity tools to streamline workflows.

The Agent Desktop in Dynamics 365 Customer Service ensures agents can deliver exceptional service while staying organised and focused.

Who Can Benefit from Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a versatile solution that benefits a wide range of users:

Service Agents

  • Salespeople and customer service representatives are empowered with AI and automation tools, enabling them to:
  • Provide superior customer service.
  • Streamline workflows and enhance productivity.
  • Deliver personalised, efficient solutions to customer issues.

Customers

  • Customers benefit from AI-powered tools that:
  • Facilitate quicker resolutions to their queries.
  • Deliver satisfying, personalised interactions.
  • Enhance the overall customer experience.

Dynamics 365 Customer Service caters to various stakeholders, making it an invaluable tool for organisations striving to improve service quality and customer satisfaction.

Australian Customer Deployments

Microsoft Dynamics 365 Customer Service is trusted by a wide range of Australian organisations across diverse industries.

University of New South Wales (UNSW)

The University leverages Dynamics 365 Customer Service to enhance student experience management, providing a streamlined and personalised approach to student services.

Siemens Mobility

As a global leader in transport solutions, Siemens Mobility uses Dynamics 365 to gain greater visibility into its sales and customer service operations, improving efficiency and customer satisfaction.

These examples highlight the adaptability and effectiveness of Dynamics 365 Customer Service in meeting the needs of various industries and business types in Australia.

Why choose Artis Group?

Artis Group specialises in delivering business-driven solutions using Microsoft’s business applications stack. With a focus on aligning people, technology, and business objectives, Artis Group ensures successful implementations tailored to your organisation’s needs.

Experience

With years of expertise, we align seamlessly with our customers’ business needs and expectations, delivering tailored solutions through Microsoft Business Applications.

Knowledge

Our extensive expertise in products, technology, and industry allows us to craft solutions that align seamlessly with our customers’ business requirements.

Support Plans

Tailored Support Plans starting from $13 per seat are designed to meet your specific requirements and optimise your business applications for maximum benefit.

Experts

Our team of highly experienced professionals boasts a collective track record of successfully implementing hundreds of projects.

Are you ready to begin your Business Application’s Modernisation Journey in 2025?

Talk to Artis Group, the Microsoft Solutions specialists.
Find out how we can help your business work better.

Find out how