Major Benefits of Microsoft Dynamics 365 Customer Service Implementation

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Enable intelligent self-service

Enhance customer support with AI-powered virtual assistants and chatbots from Dynamics 365 Customer Service. Deliver real-time responses using conversational bots built with no-code or low-code tools, enabling seamless in-house solutions to provide 24/7 customer support.

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Meet customers where they are

Connect with customers on their preferred channels and provide seamless, consistent experiences. Dynamics 365 Customer Service uses AI-driven insights to understand customer emotions and needs, ensuring cases are routed to the right agent for faster, more personalised resolutions.

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Empower Agents with Dynamics 365 Customer Service

Equip your team to resolve customer issues faster with Microsoft’s leading service CRM. Use intelligent unified routing to assign cases to agents with the right skills, boosting first contact resolution and customer satisfaction. Simplify case management with real-time tracking and AI-powered insights for smarter, more efficient support.

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Get 360-degree view of customers 

Give agents a complete picture unified view of customer profile that includes past interactions and service history. Use AI-driven insights to personalise responses based on real-time customer engagement, emotions, and needs. Deliver more meaningful, context-aware support that builds lasting customer relationships.

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Top Features of Dynamics 365 Customer Service to Help You Deliver Quality Service

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AI agent assistance

Enhance agent productivity with AI-powered assistance that delivers real-time insights, tracks active conversations, and offers proactive recommendations.

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Voice channel in D365 Customer Service

Configure scalable phone systems on Microsoft’s secure customer service platform for seamless voice support, agent productivity, and customer engagement.

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Predictive targeting

Track and analyse customer behaviour and data with Dynamics 365 Customer Service to drive revenue growth and enhance customer satisfaction.

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Customer journey analytics

Enhance the consumer experience by gaining valuable insights into how they interact with your brand throughout their customer journey.

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Digital engagement

Provide faster service on customers' preferred digital channels, including text, email, virtual assistants, and social media, with Dynamics 365 Customer Service.

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Knowledge management

Give your customers instant access to relevant content and knowledge articles, enhancing self-service and support efficiency.

Extending the Functionality of Your Dynamics 365 Customer Service

We develop custom apps for Dynamics 365 Customer Service to help you get the most from your service CRM and achieve digital agility.

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Editorial App

Turn your website’s compelling content into a newsletter with Editorial App.

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Stakeholder Management

Plan, manage and engage with your stakeholder to build a sustainable and delightful relationship with Stakeholder Management App.

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Outcome App

Understand, measure, and manage the effectiveness of your projects and services objectively with Outcome App.

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Referral App

Capture data from documents and match it with the contacts in your system, saving you time and effort with Referral app.

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The Forrester Wave™: Customer Service Solutions, Q1 2024

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Microsoft has been named a Leader in The Forrester WaveTM: Customer Service Solutions, Q1 2024 attaining top scores possible in the business intelligence, process management, and collaboration criteria.

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How We Work

Our Dynamics 365 Customer Service implementation process is cyclical to provide best-fit service CRM software solutions through process mapping, strategic deployment, change management and support

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CRM Strategy

Provide service CRM consultancy for best-fit sustainable solutions.

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CRM Implementation

Ensure the highest Quality Assurance for your Dynamics 365 Customer Service solution with our partner Qniverse.

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CRM Support

Get 24/7 Dynamics 365 Customer Service support with Dogma International.

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Our Success Stories

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We are glad we approached Dogma. The Dogma team has been outstanding from beginning to end. They understood all our requirements and also kept us updated every step of the way throughout the project.

Thanks to Dogma, we now have a system that perfectly suits our company. It integrates seamlessly with our document capture solution and our Office 365 suite, which has really helped our finance team. Dogma’s support team has also been really quick and quite effective with the tickets we raised.

Shaun Donaldson

IT Manager

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Right from day one I liked the way in which Dogma interacted with my team. Eddie and his team were proactive, they listened but then they challenged us too. We could have had an inferior solution, or the right solution and Dogma helped to ensure that we were taking appropriate strategic steps forward. The CRM which we have deployed is the start of a journey with Dynamics 365 and I’m sure as we adopt the wider tools available within Office 365 that our benefits will only continue to improve..

Mark Grocott

Chief Digital Officer

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Implementing a CRM was a key component of our Customer Service centralisation project. It facilitated the seamless transfer to common processes and a unified way of working. At the same time ensuring a high level of Customer satisfaction was maintained. Dogma were the ideal implementation partner for us; knowledgeable, responsive and agile. As our Service Centre and systems have matured, Dogma have played an important part in supporting us on that journey.

Neil Trigg

Newell Brands EMEA – IT Director

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We’ve had a terrific experience with Dogma and their Managed Services team on our most recent data origination project. Specifically, we’ve found the frequency of updates, diligence in carrying out tasks & the flexibility of the team to be particularly impressive!

Tim Murray

Vice President Product Development & Strategy

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Dogma really understood our internal challenges and objectives and were able to translate them into technical requirements to then provide us with an unbiased comparison of the various systems that could meet our needs. We enjoyed working with their friendly team.

Corrine Leloup

Senior CRM Manager

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Dynamics 365 Customer Service Pricing

Microsoft offers the following pricing structure for Dynamics 365 Customer Service. As your trusted advisors, we can assist you in getting a cost-effective service CRM solution that meets your business needs and helps you save up on your license fees.

Dynamic 365 Customer Service Professional

£41.10

per user/month
Core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.

Dynamic 365 Customer Service Enterprises

£78.10

per user/month
Advanced customer service capabilities for a personalised experience, improved agent productivity, and optimised operations.
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*This Dynamics 365 Customer Service pricing is provided for informational purposes only and is subject to change.

Trusted by over 600+ customers worldwide

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Microsoft 2024 Release Wave 2 Updates for Dynamics 365 Customer Service

Learn about the latest features and enhancements of Dynamics 365 Customer Service.

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FAQs: Dynamics 365 Customer Service

Dynamics 365 Customer Service is a cloud-based solution designed to help organizations manage customer interactions efficiently, providing tools for case management, knowledge management, and customer engagement across multiple channels.

Dynamics 365 Customer Service integrates seamlessly with Dynamics 365 Sales and Dynamics 365 Marketing, providing a unified view of the customer journey. This integration allows for smooth handoffs between sales, marketing, and customer service teams, ensuring a consistent and personalized customer experience.

The Dynamics 365 Customer Service implementation timeline varies based on organizational complexity and customisation needs. It can range from weeks to months, influenced by factors like data migration, user training, and system integration. Partnering with expert Dynamics 365 Customer Service implementation partners, like Dogma, can significantly expedite the process.

Dynamics 365 Customer Service uses AI-driven features, like virtual agents, to handle common inquiries automatically. Predictive analytics enhance case management by prioritizing cases based on urgency and customer history, boosting response times and overall service quality.

Dynamics 365 Customer Service integrates with various messaging platforms and calling systems, including SMS, Facebook Messenger, WhatsApp, and Microsoft Teams. It also supports integration with third-party providers for telephony.

Dogma Group offers Dynamics 365 Customer Service clients comprehensive documentation, in-depth training, and 24/7 support. As a Microsoft Gold Partner, we’re dedicated to delivering top-tier CRM support. Explore our Dynamics 365 support packages here.

Start your Dynamics 365 Customer Service implementation today!

Get in touch with us and book a demo now!

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