Exceed Expectations with Microsoft Dynamics 365 for Customer Service

Be where your customers are 

Customer expectations have changed. They expect effortless experiences on their terms. Keep up with the play on the channels and devices they prefer.

• Create great customer support experiences - Make it easy to find answers via self-service, community, or social channels.
• Be flexible and fast - Intelligently route cases from any channel to the right agent for quick resolution.
• Deploy artificial intelligence – Free up agents for high-value interactions and use always-on service bots to manage low-value interactions.
• Avoid service and support issues – Use predictive care to keep customers happy by analysing data from connected devices and taking pre-emptive action.

Deliver exceptional service and support 

Become known for your fast, fabulous and personalised service and support. And make it easy for your agents to meet customer expectations with intelligent processes that guide them to the right action every time.

• Make it easier for your agents to do well – Surface relevant customer information through a single interface and use intelligent automation to dynamically drive the right actions.
• Make it personal – Deliver value at every touchpoint with a complete customer view. Anticipate needs and personalise every interaction.
• Use artificial intelligence to empower your agents – Improve productivity and avoid escalations with agent-facing bots providing smart, contextual recommendations.
• Maximise sales opportunities – Turn every service and support interaction into an opportunity to upsell or cross-sell by providing agents with machine learning driven recommendations.

Continuously evolve your service experience

Learn from every customer interaction. Transform how you provide service while reducing costs using actionable data and intelligence.

• Actively listen to your customers - Improve the service experience through direct survey feedback, discussion forums, and social listening.
• Convert insights into action – Use targeted analysis of contact centre operations and business-critical data to drive improvement.
• Engage your agents – Encourage optimal behaviour with individual games and team competition.
• Rapidly onboard new agents – Get new agents up to speed quickly and support them with always-available in-app learning.
• Optimise your staffing levels - Allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.

Gain greater insights into your business

Power up! Dynamics 365 includes access to Microsoft Power BI, a suite of business analytics tools which allow you to analyse data and share insights.

• Provide a 360-degree view of the business - Power BI dashboards present all your most important metrics in one place, updated in real-time, and available on all of your devices.
• One click is all it takes - Explore the data behind your dashboard using intuitive tools that make finding answers easy.
• Dashboards made easy - Creating a dashboard is simple, thanks to hundreds of connections to popular business applications, complete with prebuilt dashboards.
• Anytime, anywhere access – Access your data and reports from anywhere with Power BI Mobile apps, which automatically update any changes to your data.

Power up your solution when you integrate with Office 365

Connect Dynamics 365 for Service to Office 365 for a cost-effective, flexible solution to make your business more competitive, productive and customer-centric.

• Boost sales performance and productivity – Leverage familiar Office 365 cloud applications including Microsoft Exchange Server, SharePoint, Skype for Business and Microsoft Office.

Drive innovation on a modern and adaptable platform

When it comes to innovation, it’s no holds barred with a sales application that's easy to tailor, extend, and connect to the other apps and services you already use.

• Act quickly – Adapt the application to your needs and accelerate time-to-market. Simplify deploying web and mobile apps with no-code visual editors and tools.
• Extend and connect - Automate processes across Dynamics 365 applications and third-party systems for a unified experience.
• Invest with confidence – Microsoft’s cloud platform will reduce the cost and complexity of operating a global infrastructure, while safeguarding your data.
• Innovate to your heart’s content - Transform your customer interactions with the deep insights provided by embedded intelligence. Guide your teams to the right business outcomes!

Why Fusion5 for your Microsoft solutions?

Fusion5 have a proven track record of delivering Microsoft solutions that delight our customers and produce great business outcomes.  As a member of the Microsoft Dynamics Inner Circle, we are not only recognised as being an expert and trusted pair of hands for consultancy, implementation, change management and support, but we also advance access to product updates, licensing changes, and the ability to take our customers feedback to the source of Microsoft innovation, to help bring solutions that really make a difference to our clients.