Customer Engagement (CRM)

CUSTOMER SERVICE

Provide customers with value at every touchpoint and offer quick issue resolution

FIELD SERVICE

Deliver quality, proactive, and personalized service appointments

SALES

Enable deep relationship building, combined with sales-boosting productivity

MARKETING

Deliver personalized experiences and turn prospects into customers

Provide quality customer service

Over product and price, customer experience is a top differentiator. When you can resolve customer issues quickly, you boost brand loyalty and set your company apart from the competition. Microsoft Dynamics 365 Customer Service helps you engage customers, empower agents, and find new ways to add value.

  • Give agents dashboards to personalize every interaction
  • Provide predictive care to resolve issues proactively
  • Guide agents to the best decisions with AI driven insights
  • Gather customer feedback with post interaction surveys
  • Omni-channel agent and customer experience

Optimize and empower field service

When keeping your customer happy involves going on site to install, support, or maintain your products, it is critical that your field workforce is empowered to resolve cases faster. Microsoft Dynamics 365 Field Service helps you unlock valuable efficiencies, accelerating response time and increasing customer satisfaction.

  • Put the customer first, from self-service request and proactive work order scheduling
  • Help field employees provide productive responses that ensure customer satisfaction
  • Improve profitability by optimizing schedules and remote troubleshooting
  • Provide real-time status updates for work orders to field service employees and customers
  • Extend with Azure IoT Sensors, Power Apps, and more

Boost sales with seller agility

Building strong relationships within your target business accounts is the key to growth. Microsoft Dynamics 365 Sales gives your sellers the tools they need to maximize productivity, nurture relationships, and close deals faster with industry leading sales force automation and contextual insights.

  • Streamline workflows and shorten sales cycles
  • Facilitate customer-centric conversations
  • Modernize relationship nurturing with LinkedIn social selling
  • Mobile apps work with and without connectivity
  • Gain efficiencies in communication and collaboration with Office 365 integrations

Connected marketing automation

Turn prospects into customers and build long term loyalty with automated marketing experiences throughout the buyer journey. Microsoft Dynamics 365 Marketing helps you orchestrate interactive customer journeys that send the right message at the right time, and closes the loop with actionable insights.

  • Build automated customer and buyer journeys with email marketing
  • Plan and promote sales events
  • Create interactive online forms
  • Score leads and hand off to sales at the right time
  • Collaborate with sales and measure marketing ROI

MICROSOFT DYNAMICS 365 CUSTOMER ENGAGEMENT FEATURES

  • Omni-channel support
  • AI-driven insights
  • Case management
  • Knowledge base
  • Support forums
  • Activity tracking
  • Chat bots
  • Self-service
  • Agent routing
  • Case dashboards

- Microsoft Dynamics 365 Customer Service
  • Scheduling assistant
  • Role-based dashboards
  • Push notifications
  • Work order management
  • Offline mode
  • Self-service scheduling
  • Post service surveys
  • Mobile ready
  • Extend with PowerApps


- Microsoft Dynamics 365 Field Service 

  • Quotes and opportunities
  • Lead and contact management
  • Account management
  • Goal management
  • Pipeline analysis
  • Activity tracking
  • Configurable workflows
  • Playbook templates
  • Office 365 integration
  • Add LinkedIn

- Microsoft Dynamics 365 Sales
  • Email designer
  • A/B testing
  • Customer journey designer
  • Triggers and actions
  • Lead scoring
  • Interaction insights
  • Segment management
  • ROI dashboards
  • Web forms
  • Surveys
  • Office 365 integration

- Microsoft Dynamics 365 Marketing
power platform power bi laptop screenshot

Embedded Intelligence and Insights

Dynamics 365 is really smart and extensible. Power BI is natively embedded so you can better achieve your business goals with predictive insights, prescriptive advice, and actionable next steps. You'll find out what happened, why it happened, what will happen, and even suggestions about what to do. These incredibly awesome business intelligence capabilities are built across all applications in Dynamics 365 and can easily tap into the Power Platform and Artificial Intelligence.

Better Together

When you combine the Microsoft Graph with Dynamics 365 and LinkedIn (with millions of users and tight integrations to the Microsoft platform), sales and service teams gain a unique advantage that drives more personalized experiences and revenue. And the Microsoft Research group's work on award-winning innovation is unmatched by an other vendor, and includes the latest advances in Artificial Intelligence. Microsoft is rated a leader across business applications, security, and cloud platform technology.

dynamics 365 for customer service

THREE REASONS TO DEPLOY MICROSOFT DYNAMICS 365 CRM

Only 4% of companies can solve a customer inquiry using a single application. With a unified platform like Microsoft Dynamics 365, you can rapidly deliver satisfaction with every interaction.

Delight Customers

Bring all departments together to delight prospects and customers.

Act on Intelligence

Empower employees to deliver personalized and proactive experiences.

Grow Revenue

Elevate brand loyalty and advocacy, increasing lifetime customer value.