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Dynamics 365 Customer Service

Customer service with every case in one place.

We configure Dynamics 365 Customer Service with case management, a knowledge base and routing that sends each query to the agent best placed to answer it. Customers contact you on the channel that suits them, and your team handles voice, chat and messaging from one platform.

Talk to our Dynamics team See Customer Service options

What we do

Customer Service configured around your team.

We set Customer Service up to match how your team handles enquiries now, then add the channels, chatbots, feedback and reporting you want, so nothing is switched on just because it exists.

Digital contact centre

Chat, messaging and voice in the same workspace as your cases.

Digital contact centre

Chatbots and AI

Chatbots that resolve simple issues around the clock and pass the rest to a live agent.

AI in customer service

Customer feedback

A feedback channel inside your CRM, with survey results stored against each customer.

Dynamics Customer Voice

Copilot for service teams

Where Copilot can draft replies and summarise cases, and what to set up first.

Dynamics 365 Copilot

CRM migration

Moving your customer records and case history from your current CRM into Dynamics 365.

Dynamics development

Ongoing support

Fixes, changes and help for your agents once you are live.

Dynamics 365 support

20+ years

of Microsoft experience behind the team

3 offices

in Stirling, Manchester and London

1 working day

to come back to you after you get in touch

How we work

How a Customer Service project runs.

01

Discovery

We look at how enquiries arrive today, how cases are logged and escalated and what your managers report on, and agree the requirements with you.
02

Design

We design the case process, queues, routing rules, knowledge base structure and any chatbot conversations, and review them with your service leads.
03

Build

We configure Customer Service in your tenant, connect your channels, migrate the customer and case data you are keeping and test it with your agents.
04

Train

Agents learn to work cases and use the knowledge base, and team leaders learn the queues and dashboards so they can manage the service day to day.
05

Go live

We launch with you, watch the first weeks of cases closely and hand over to support once the team is settled.

FAQ

Frequently asked questions.

Which channels can customers use?

Voice, live chat and messaging channels such as WhatsApp and Facebook Messenger can all be handled in Dynamics 365, managed in one platform so messages do not get missed.

Can you migrate our existing CRM?

Yes. We move your existing CRM to Dynamics 365 in the cloud, including the customer records and case history you want to keep.

What happens when a chatbot cannot answer?

The query is routed to a live agent with the right availability and skills, and complex issues can be passed to a group of experts across departments.

Do you support the system after launch?

Yes. We offer Dynamics 365 support for fixes, changes and user help, so your system keeps working as your service changes.

Talk to our Dynamics team about Customer Service.

Tell us what you are working on and we will come back to you within one working day to arrange a call.