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D365 for

Customer Service

Earn customers for life

Offer world-class customer service that leads to loyalty. Dynamics 365 for Customer Service unifies the way people experience your business—across self-service, peer-to-peer service, and assisted service.

Andrew Ho, CIO,

Global Strategy Group

"Here are the two biggest reasons for why we chose D365:

Seamless integration between its CRM and PSA modules 

 

It goes without saying that D365 met all our business requirements.  However, what’s notable is that D365 met these requirements with one unified suite.  Salesforce can only meet our CRM requirements out-of-the-box.  It has no PSA functionality unless you either custom develop it or purchase a 3rd party module like FinancialForce or Kimble.  (Note: FinancialForce is owned by Salesforce, but it is effectively sold and implemented like a 3rd party package.)  In our original Salesforce implementation, we had custom developed this functionality, but if we did it again in Salesforce, we were not going to custom develop as that requires continual upkeep that we’re not willing to maintain.

Cost 

 

D365 is a more cost-effective solution than Salesforce because D365 user licensing is less expensive than the equivalent Salesforce user licensing.  However, straight cost comparisons aside, there are additional cost-related factors in favor of Dynamics"

Create consistency and loyalty

 

Provide the seamless service your customers expect by meeting them where they are with the information they need, every time.

  • Give customers great service on their channel of choice.

  • Make Help easy by providing relevant, personalized service.

  • Proactively address issues by detecting customers’ intent and social sentiment.

Make your agents' jobs easier

 

Give your agents complete information—in a single customer service software app—to make smart decisions and provide great service.

  • Reveal customers’ case histories, preferences, and feedback.

  • Provide guidance on entitlements and service-level agreements.

  • Display it all in a single interface tailored to their job and skill set.

Get an adaptive engine

 

Respond quickly to customer and market changes within an agile, cloud-based environment that has digital intelligence built in.

  • Adapt and customize easily using configuration, not code.

  • Extend your functionality through a single interface.

  • Rely on advanced analytics and a trusted cloud platform.

Consistent, omni-channel engagement

 

Give your agents what they need to serve your customers anytime, on any channel. Customer Service provides a unified platform that makes information available across engagements—so your agents offer the consistency and personalization your customers expect

Customer self-service and peer-to-peer service

 

Make it easy for your customers to find answers on their own. With Customer Service, you can provide a self-service portal with a searchable knowledge base and an online community space where peers respond. Then, transition them seamlessly to assisted support when they need it.

Single user interface

 

Equip your agents to handle service interactions in one place on their desktop or mobile device. Unlike other help-desk software, Customer Service provides a single view into all information—from scripting to entitlements to recommendations—so agents can provide personalized service fast.

Searchable knowledge base

 

Give your agents and customers the answers they need on the spot. The knowledge base provides consistent answers across channels. Periodic reviews keep responses current and relevant. And you can get in-depth analytics to measure the impact of the responses.

Built-in digital intelligence

 

Move to predictive and proactive customer service, using the data analytics in Customer Service. It provides interactive dashboards and data visualizations that help you pull insights from your metrics, making it easier to identify trends and anticipate opportunities.

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