Dynamics 365 Customer Services

Unlock Your Business Potential with Dynamics 365 for Customer Service

Personalised Customer Experiences and Benefits for Any Industry

Welcome to a world where customer service isn’t just a necessity but a strategic advantage.

In today’s fast-paced business environment, providing exceptional customer service isn’t just about resolving issues; it’s about building relationships and driving growth.

With Dynamics 365 Customer Services, organisations across various industries can unlock a multitude of benefits and gain a competitive edge like never before.

Utilising Dynamics 365 Software for Customer Service, combined with the implementation expertise of Sognos, your organisation will have access to one of the most comprehensive and robust customer service management platforms available.

This solution offers a range of services designed to help organisations effectively manage customer interactions, support, and satisfaction, all in one centralised source.

Now your Customer Service Representative (CSR) can look to one centralised system for:

Case Management

To efficiently track and manage customer inquiries, complaints, and support requests, cases can be assigned, escalated, and resolved with ease

Knowledge Resource

Articles, FAQs, troubleshooting guides, and other self-service resources to assist customers find answers to their questions independently, reducing the need for team member intervention.

Omnichannel Engagement

For interactions with customers via their preferred channels such as email, chat, social media, and phone, ensuring a consistent and personalised experience regardless of the communication channel

SLA Management

Defining service level agreements (SLAs) to automatically track response and resolution times to ensure compliance and meet customer expectations

Service Analytics

Insights into customer service performance, including metrics such as case resolution times, customer satisfaction scores, CSR productivity, and trending issues to identify areas for improvement and optimise service operations

Unified Service Desk

A unified interface for Customer Service Representative, integrating with other Microsoft applications such as Dynamics 365 CRM, Outlook, and SharePoint to provide a seamless user experience and access to relevant customer information

AI-driven Insights

Utilising artificial intelligence (AI) capabilities such as sentiment analysis, predictive analytics, and virtual CSRs to automate routine tasks, anticipate customer needs, and deliver more personalised interactions

Customer Feedback Management

Collection and analysis of feedback from customers through surveys, ratings, and sentiment analysis, helping you understand customer satisfaction levels and areas requiring improvement

Field Service Integration

Seamlessly integrates with Dynamics 365 Field Service to extend customer service capabilities to on-site service operations, including scheduling, dispatching, and tracking field service technicians

How Industries Benefit from Microsoft Customer Service

with personalised interactions and streamlined support processes to drive customer loyalty and satisfaction

robust security features and compliance tools ensure data protection and regulatory adherence.

facilitate real-time inventory tracking, ensuring efficient stock management and minimising out-of-stock situations

access to customer information and streamlined workflows enable prompt query resolution, enhancing customer trust

communication channels for proactive participant engagement, appointment scheduling, and health information dissemination

resolution of technical issues and proactive support to drive customer satisfaction and retention

real-time insights into supply chain processes enable proactive issue resolution and optimised inventory management

the handling of sensitive participant data ensures compliance with healthcare regulations

Integrated feedback mechanisms help in product improvement and innovation, leading to enhanced customer experiences

efficient scheduling and dispatching of field service technicians enhance service delivery and customer satisfaction.

How Sognos and Dynamics 365 For Customer Service Delivers ROI Advantages for Your Organisation

Improved Efficiency

Streamlined processes and automation reduce manual effort and operational costs
Faster query resolution and issue handling free up resources for other tasks, increasing overall productivity

Enhanced Customer Satisfaction

Personalised interactions and prompt support lead to higher customer satisfaction and loyalty
Positive customer experiences result in repeat business and referrals, driving revenue growth

Reduced Downtime

Proactive monitoring and predictive maintenance minimise downtime, ensuring continuous operations
Timely issue resolution prevents revenue loss associated with service disruptions

Data-Driven Insights

Access to customer data and analytics enables informed decision-making and targeted marketing efforts
Insights into customer behaviour and preferences facilitate product/service improvements and innovation

Competitive Advantage

Superior customer service sets businesses apart from competitors and attracts new customers
Being responsive to customer needs and preferences builds a strong brand reputation in the market

Our team at Sognos is highly skilled in implementing the Microsoft Customer Service comprehensive suite of tools and capabilities empowering organisations across industries to deliver exceptional service experiences, drive operational efficiency, and achieve significant ROI.