Take control with Dynamics 365 Customer Service
With Microsoft Dynamics 365 Customer Service move from reactive to a stable, predictable operation with clear queues, ownership and outcomes.
Predictable service
Customer confidence
Operational visibility
The Problem
Support operations are overwhelmed by tickets, noise and risk
Disconnected tools, manual triage and missing history turn every enquiry into a fire drill. Agents waste hours switching systems and repeating questions customers have already answered.
Leaders have limited visibility into queues, SLAs and root causes. That uncertainty increases churn risk, puts reputation on the line and hides the true cost to serve.
Benefits
Bring clarity and control with Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service brings channels, cases, knowledge and analytics into one place. You gain total visibility, complete control and a more predictable operation.
Omnichannel clarity
Handle email, chat, voice and social in one workspace. Customers choose the channel; agents see one coherent, complete conversation.
Unified case management
Track every enquiry from first contact to resolution in a single view, with full history and ownership clear at every step.
Secure, compliant operations
Protect sensitive customer data with Microsoft security and governed access. Stay audit ready with full traceability across every interaction.
Total service visibility
Use dashboards to monitor volumes, SLAs, backlogs and sentiment in real time. Spot risk early and act before issues escalate.
Knowledge that works
Give every agent access to a shared, governed knowledge base. Answers stay consistent, training time falls and customers get clarity faster.
Faster, first time resolution
Use AI routing and skills based assignment so the right agent sees the right case first. Reduce escalations and cut handling time.
AI assisted agents
Use generative AI to summarise interactions, suggest replies and highlight next best actions so agents focus on high value conversations.
Lower cost to serve
Automate repetitive tasks, deflect simple enquiries to self service and optimise staffing. Reduce manual hours without sacrificing quality or control.
Testimonials
“Before, most orders had to be processed manually. Now, with Dynamics 365 Customer Service, the entire sales process is automated. Once the client clicks the “BUY” button, in just 6 minutes the distribution center can see the order and send it on its way. It only involves a salesperson if the system sees an issue, for example, if the product isn’t in stock.”
Contact us
Your partner in all things Dynamics 365
XPLUS is the only organization to combine hands-on Dynamics 365 implementation projects with automated tools for testing, security, and observability. Contact our team to find out what we can do for you.
