Customer Service

Earn loyalty. Empower agents. Stay agile

Delivering exceptional customer experiences means that every interaction matters. Service by Microsoft Dynamics 365 empowers agents with everything they need to deliver superior service – from one consolidated view – giving agents the opportunity to focus on their customers rather than on navigating multiple screens and systems.

Make customer service effortless

Make it easy for customers to solve issues on their own with our self-service CRM solution. Provide a customizable online support portal that leverages an organised, searchable knowledgebase to deliver real-time updates, consistent answers to service questions, and product and service information and documentation.
Self Service
Field Service
Knowledge Management
Service Intelligence

Case Management

Enable agents to provide differentiated levels of support with flexible Service Level Agreements “SLA’s”. Gain insight into service effectiveness with the ability to track and analyze key metrics like First Response and Case Resolution
  • Manage related cases, review entitlements , and a Timer to ensure you do not exceed/breach your SLA’s
  • Define and managing service entitlements and SLA’s.
  • Create dynamic routing and queuing rules to ensure you hit your service targets.
  • Merging duplicte or creating parent / child relationships between cases to eliminate redundancies.

Define and customize enterprise-wide KPI’s (e.g. first response, resolution by, customer sat) and associate processes and rules (e.g. routing, queuing, escalation and notification) to ensure they are met.

Service Management. Dynamic Routing. Customizable.

Boost service effectiveness and customer satisfaction with Dynamics 365

Successful CRM business solution boosts sales productivity with:
  • Insight to Customer understanding
  • Improved sales
  • Increased Sales success
  • Shortened sales cycle
  • Improve win rates
  • More informed Cusomers

Everything we do is focused on helping you optimise profitability, revenue and customer satisfaction by fostering customer-satisfying behaviours and implementing efficient customer-centric processes.

Impactful marketing communications

  • More effective planning and execution of marketing campaigns
  • Sharpened marketing mix
  • Strengthened customer loyalty
  • Improved business performance monitoring

Improved customer experience

  • Faster, more precise resolution of customer issues.
  • 24x7 customer self-service