Author: Bibek Baidya 

The Customer Service abilities inside Dynamics CRM has come a long way since Dynamics CRM was introduced into a Market by Microsoft. 

This blog is focused on the evolution of customer service within Dynamics CRM since its introduction and how does it cover the whole field of customer servicing. 


Historically and usually, utmost all customer service organizations used to provide an extra effort to resolve customer queries and issues via Phone and Email channels. In my view, the biggest challenge with traditional customer service is the digital gap among the customer and the customer service administrations. This caused the Agents spending a more time over the phone trying to resolve customer issues. The customer has to delay on the telephone to be attended and had to wait longer to get their issue resolved after numerous follow-ups. This marks the overall customer satisfaction and reputation to the service providing company. All these were through the days when ‘Self-Service’ meant logging tickets via the telephone or some advance websites back then and Social Media remained as a brand-new term. 

What does Dynamics CRM Offer? 

Dynamics CRM Service Management module is built and designed in such a way so as it will save up with this pace and presented features such as: 

  • Case Management to reduce manual Workload 
  • Reports and Routing using Workflows and Plugins 
  • Searching and associating Knowledge Base Articles 
  • Dynamics CRM is can be dynamically integrated with other tools and custom software which gives solution additional capabilities. 

Business Analytics was hard, and it did not allow Customer Service Managers to obtain a real-time view of their KPIs and Operations. Custom Reports were developed to reduce the pain, but this didn’t helped well when the requirements progressed and KPIs changed. 

Major channels of communication for customer issues were and are still Phone Calls and E-Mails for case logging. But back then Customer Service Representative would have various applications undeveloped to service a customer. Case transferring requests were difficult and did not provide a good user experience. Also, limitations were at the high rate within the Service industry. The cost of training and operative costs are as high as the newbies needed to be trained on all the internal systems and the learning curve was big. 


Clients are and have always been demanding and had more ‘Needs’ than ‘Wants’. Customer service business were only able to satisfy the ‘Wants’, but not so much the ‘Needs’. This matches what the Dynamics CRM product had to offer and more to come. There was a lot to be chosen out of a CRM solution for a Service industry. 

If you would like to implement Dynamics 365 for Customer Service, Contact us today for a no-obligation consultation on 01296 328 689. Or email us at 


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