Our Opinion

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Customer Service

Positioned as a leader in Gartner’s magic quadrant for CRM Customer Engagement, Dynamics 365 for Customer Service really is at the top of its game when it comes to providing cutting-edge technology to empower you customer services team to provide unrivalled customer experiences.

Whilst it helps open up more communication channels including social media, your website or via self-service portals – Dynamics 365 for Customer Service helps increase your capacity by reducing the work load on your team by intelligently routing cases from any channel to the right agent for quick resolution. Infused with artificial intelligence (AI) and the latest bot technology, Dynamics 365 helps you automate resolutions and free-up staff members to focus on high priority cases.

Customer Service Overview

Features & Benefits

  • Engage with customers via any channel or deviceMake it easier for customers to find answers with self-service customer portals, web chat, communities and social media in addition to traditional channels. Intelligently route cases from any channel to the right agent for quick resolution.
  • Increase your organisation’s capacity to deal with customer enquiriesAutomate resolution and free up agents for high-value interactions with artificial intelligence and service bots which are smart, fast and always available.
  • Provide proactive and predictive supportPrevent service and support issues by analysing data from connected devices and taking action before warning signs turn into issues.
  • Leverage social mediaGet additional insight into what your prospects are really thinking with social intelligence to help you understand social sentiment and understand opportunities to join relevant conversations.
  • Empower your customer service to achieve optimal outcomes, fastSuper-charged with artificial intelligence, Dynamics 365 for Customer Service helps your service users by surfacing the right information at the right time from a single interface.
  • Capitalise on revenue opportunitiesUse service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations
  • Foster a culture of continuous improvementCollect feedback from your customers using Voice of Customer surveys, discussion forums and social listening to gain actionable insight as to how your product and services can be improved /li>
  • Get new staff members up to speed fastContextual in-app learning and visual workflows help get new users up to speed quickly with Dynamics 365 for Customer Service and your organisation’s business processes
  • Provide an agile support modelFlex your staffing levels and allocate resources based upon popular channels, trending issues, and required skills to address fluctuations that occur daily and over time

Dynamics 365 Customer Service Overview Image


One of the things we love most about Dynamics 365 is the value-add tools that are provided as part of most Dynamics 365 licenses or included with Office 365.



View your most critical business data through a single pane of glass, no matter where it lives or where you are. Create stunning real-time and interactive dashboards using natural English - so no need to rely on IT or build complex queries.

More About PowerBI


Allow your customers, partners and employees to self-serve with beautiful web portals, fully integrated to CRM. And, best of all, a web portal is included within most Dynamics 365 subscriptions free of charge.



Make Office 365 and Dynamics 365 your own with powerful apps that span productivity and business data. Customize SharePoint Online, use PowerApps with Microsoft Teams and build apps on Dynamics 365.

CafeX Live Assist

CafeX Live Assist

CafeX is an omnichannel solution for Microsoft Dynamics 365 that delivers an integrated solution for personalised live engagement across digital touchpoints. It helps businesses enhance customer experiences and agent productivity, connecting more meaningfully with customers through chat, content engagement and rich co-browsing.


Why Microsoft Dynamics 365?

Adapt quickly
Dynamics 365's no-code visual editors support rapid deployment and makes it easy for your business to adapt quickly to new market opportunities.
Extend and connect
Dynamics 365 is highly extensible, helping you automate business processes across other Microsoft products and 100's of other third party systems for a unified experience.
Invest with confidence
Microsoft's cloud is one of the world's most trusted clouds. Reduce the cost and complexity of operating on-premises or hosted infrastructure by relying on state-of-the-art data centres to safeguard data.
Drive innovation
Microsoft's continual investment in Dynamics 365 and aggressive release cycle means you can be reassured of a future-proofed platform that allows you to take advantage of the latest cutting-edge technologies such as Artificial Intelligence.

How we Help

Best-Fit Solutions

Best-Fit Solutions

We start by understanding your business, its objectives to help you design a CRM strategy to align people, process and technology. We provide a suite of end-to-end services to ensure you gain maximum benefit from your chosen solution.

Deep-Level Technology Expertise

Deep-Level Technology Expertise

As Microsoft Dynamics 365 Gold Partners and with Centres of Excellence focused on the different areas of the CRM stack, our deep-level expertise means design innovative solutions leveraging the latest product features and keeping total cost of ownership to a minimum.

Centres of Excellence Implementation Services
User At The Heart

User At The Heart

Its no point having an all singing, all dancing CRM if your users don’t understand the benefits. Our approach ensures your users are supported through your CRM journey and love the final outcome.

Change Management

Want to witness the power of Dynamics 365 for Customer Service for yourself?

Don’t take our word for it, call us today on 01296 328 689 to arrange a no obligation demonstration.

Request a Demo

Would you rather try before you buy?

Take Dynamics 365 for sales a test-drive with a free 30 day trial. Call us on 01296 328 689 to get yours.

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