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Dynamics 365 Customer Service
implementation services
About Itransition
Microsoft Partner since 2008
Certified Microsoft Dynamics specialists on board
10+ years delivering CRM services and solutions
ISO 9001 and ISO 27001-compliant quality and security management systems
4.9 average review rating on Clutch
Leverage Dynamics 365 Customer Service capabilities
Streamline case management
Empower your customer service agents with an all-in-one workspace equipped with AI capabilities for automation and improved efficiency of case management, meeting high customer expectations.
- Automate customer service case creation from CRM interactions
- Track customer issues and interactions related to a specific case
- Leverage intelligent AI-powered routing functionality to direct cases to the most suitable customer service agent
- Ensure consistent and measurable customer service delivery with configurable service level agreements (SLAs)
Improve customer interactions
Foster personalized customer interactions and provide your customers with omnichannel access to support services, improving customer service experience and loyalty.
- Interact with customers through preferred channels, including email, text, voice channels, SMS, and social media
- Communicate with customers in their preferred language using real-time translation capabilities
- Understand customer mood and respond accordingly with AI-driven text and voice sentiment analysis
Enable customer self-service
Empower your customers with self-service capabilities to help them quickly resolve trivial matters on their own, reducing the volume of support inquiries.
- Implement AI-powered chatbots to handle inquiries in real time
- Facilitate issue resolution with human-like AI-powered interactive voice response (IVR)
- Provide customers with comprehensive, content-rich knowledge bases
- Set up community portals for customers to exchange tips and get answers from company experts
Leverage analytics
Support decision-making with real-time analysis of customer data and AI-enabled predictions and recommendations for support process optimization.
- Track and analyze customer service KPIs, such as customer satisfaction, case resolution rates, customer feedback or agent performance with personalized dashboards to predict case trends and improve issue resolution
- Use artificial intelligence capabilities to have a 360-degree customer view, gain insights into customers’ journeys, and get suggestions for customer service improvement
Efficiently manage your workforce
Get a comprehensive view of your customer service team’s performance, efficiently distribute workload, and identify ways for workforce optimization.
- Plan staff workload based on the defined seasonal trends and history-based predicted number of cases
- Automatically track agent productivity with metrics like average handle time, response time, and customer feedback ratings
Enhance agent productivity
Improve your agents’ efficiency and enable faster case resolution by automating both routine tasks and complex workflows for better customer service.
- Manage multiple issues simultaneously through multi-session capabilities
- Support your agents with a knowledge base featuring detailed agent guides and scripts for better customer interaction
- Facilitate issue diagnosis and troubleshooting, as well as help your agents respond to customers faster with Copilot AI
- Unify customer data and leverage AI-powered data search with the seamless integration of multiple CRM platforms
- Enable seamless collaboration between customer service agents and supervisors within Microsoft Teams to resolve cases faster
Our Dynamics 365 services
Consulting
Our experts help you navigate the complexities of business needs analysis and Dynamics 365 Customer Service licensing. We can also oversee your Dynamics 365 Customer Service project, assisting with software implementation and user adoption.
Implementation
We offer end-to-end Dynamics 365 Customer Service implementation services from requirements gathering to solution customization, integration, and user training to help you smoothly adopt the platform for better support team productivity and enhanced customer service operations.
Support
Itransition provides ongoing support and maintenance services for your Dynamics 365 Customer Services solution, helping you streamline user adoption after software implementation. Our experts ensure proper solution operation through timely updates, platform configuration management, troubleshooting, and continuous performance monitoring and tuning.
Need a reliable Microsoft partner for Dynamics 365 implementation?
Essential integrations for your Dynamics 365 Customer Service success
We integrate D365 Customer Service with other Dynamics 365 apps and third-party solutions through native connectors and custom APIs to ensure your customer service team has a 360-degree customer view and access to critical product and service information to perform their tasks effectively.
Dynamics 365 Customer Service
Dynamics 365 apps
Get a comprehensive view of all customer interactions by seamlessly integrating your Customer Service solution with other Dynamics 365 applications, including Sales, Customer Insights, Field Service, and Commerce.
Sales & marketing tools
Sync data between service, sales, and marketing departments to eliminate data silos and improve overall customer experience.
ERP systems
Speed up case resolution by providing your customer service representatives with instant access to ERP financial and operational data.
Our roadmap for Dynamics 365 Customer Service implementation
1
Analysis & planning
We analyze your business processes and current customer service workflows to define Dynamics 365 Customer Service requirements as well as customization and integration needs. We also estimate project timelines and budget and develop a detailed solution implementation roadmap.
2
Configuration & customization
Our team configures and customizes Dynamics 365 Customer Services to your needs and integrates it with the CRM/ERP solution or other Microsoft and third-party tools and business applications. We also perform functional, performance, usability, and security testing to ensure the solution’s proper operation.
3
Rollout
We conduct final user acceptance testing and launch the solution, efficiently managing potential risks. We also provide comprehensive user training materials and educate your customer service agents and managers on the system’s usage to ensure its swift adoption.
Dynamics 365 Customer Service pricing
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Get a precise estimate of your Dynamics 365 Customer Service project
Dynamics 365 Customer Service for your industry
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Dynamics 365 Field Service
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