From our own experience, we know only too well: customer satisfaction is one of the most important competitive advantages of a company. Repairs, returns, or even outages put customer loyalty to the test – with or without warranty. Therefore, customer service not only requires a great deal of empathy, but above all, rapid reactions, short processing times, and enormous expertise. In addition to user-friendly self-service options, customers in the business world also expect that service requests can ideally be made 365 days a year, 24/7, on as many channels as possible. But how can a relatively small service team, or even an external service provider, be empowered to handle every service case as promptly, individually, and competently as possible?
No question about it: emergencies are virtually impossible to plan for. But not the handling of the resulting service request. The essence of customer-oriented service is, therefore, transparency: without the relevant accounts data, including all contracts and communications, fast, customer-friendly service processing is virtually impossible.
In the same way, service processes must include the scheduling of service personnel, as well as the procurement and billing of spare parts, and replacement or loaned equipment. Last but not least, customers want to be informed about the current processing status and the next steps.
All of this is included in Microsoft Dynamics 365 Customer Service: a digital service platform with numerous processes and tools with which you can master even difficult service situations as a team – for and with your customers.
Integrated Microsoft Dynamics 365 enterprise resource planning processes automate the procurement, provisioning, and invoicing of spare parts, as well as replacement and loaned equipment
create security and commitment in the handling of the various service cases
are the prerequisite for automatic assignment of service cases and ad hoc access to expertise
of customer and contract data as the basis for personal and targeted processing of service requests
Online service portals & communication channels, as well as integration with Microsoft 365 & Teams, enable prompt response times, qualified routing, and personalized support
Microsoft Dynamics 365 Customer Service is a cloud-based platform for all of a company’s service processes. Both regular maintenance contracts and unplanned service cases such as returns, repairs, warranty cases, or spare parts can be represented in the form of service processes and optimized through automation. Microsoft Dynamics 365 Customer Service provides tools for managing customer contacts, cases, knowledge bases, and feedback, as well as integrated analytics, and automation capabilities. With Dynamics 365 Customer Service, you can automate your service processes, increase the productivity of your service staff, and improve the satisfaction of your customers and service employees.
Microsoft Dynamics 365 Customer Service accesses the central customer and contract information from the Dynamics 365 product family, ensuring a 360° view of all accounts. The comprehensive service contract management enables specific service processes, depending on the service type. These can be controlled by specific workflows, from the receipt of the service request to the final quality survey.
Competence profiles allow you to optimally control the routing of service cases, as well as the ad hoc dispatching of specialist personnel. The knowledge base function allows you to store the answers to frequently asked questions; the feedback function automatically obtains evaluations of your service so that you can quickly identify and implement potential improvements. Of course, Microsoft Dynamics 365 Customer Service is integrated into Microsoft 365 and Teams and includes all other communication channels, such as service portals or WhatsApp.
Dynamics 365 Customer Service is a customer relationship management solution that enables the management of customer contacts, cases, and feedback. It helps you automate your service processes, increase the productivity of your service staff, and improve customer satisfaction. Dynamics 365 Field Service is a service management solution that focuses on managing service orders and dispatching service personnel on site.
With this solution, you can optimize your service processes because it provides you with appropriate tools for managing orders, inventory, and service personnel. Both solutions can be used together to digitally represent comprehensive service processes.
You bet! Dynamics 365 Customer Service provides analytics capabilities that allow you to analyze your service team’s performance. To do this, it draws on objective metrics such as case processing time, customer satisfaction from feedback surveys, and service staff productivity. This allows you to take adequate measures to reduce disruptions in your service area.
We are happy to support you Why not arrange a demo of Microsoft Dynamics 365 Customer Service right now!
We are a Microsoft Solutions Partner, specializing in Business Applications, as well as Digital and App Innovations (Azure). Additionally, we were once again appointed by Microsoft to the prestigious Microsoft Inner Circle 2022/2023. Specifically, this means that we maintain a very close relationship with Microsoft, which allows us to bring additional expertise to the table when supporting our customers.
We owe our comprehensive know-how of a wide variety of service organizations and their challenges to our many customer projects with a wide variety of service organizations and, of course, our own hotline.
We like constancy – with our colleagues as well as with our business partners and customers. Thanks to our strong staff retention, we can ensure that you benefit from long-term support from the same contact persons. This has a positive effect on the quality of our services and on our whole business relationship.
Whether you need more information, are interested in a live demo or just want to talk to our experts, we look forward to hearing from you and getting to know you and your company!
Awarded. If we do it, we do it right. There is a reason why we achieved Microsoft Gold and Solutions Partner satus, SAP Gold Partner status. And Creditreform has confirmed our excellent credit rating.
