The evolving business landscape in the prevailing pandemic has brought long-term shifts in consumer behavior. Customer interactions have mostly become online and the entire customer journey is becoming digital, with an increase in communication channels with multiple touchpoints.
Enterprises have been forced to adopt digital technology to innovate and enhance personalization to improve customer service. The challenges which most enterprises are facing today are broadly these :
- How to maintain service quality with increasing customer demand?
- How to improve efficiency and find out ways to reduce costs.
- How to create a seamless work experience for the customer team who are working remotely?
- How to align all customer-facing teams to deliver connected customer experiences?
Seamless connected customer experience with Dynamics 365 customer service
Microsoft Dynamics 365 customer service is an intelligent, all-in-one solution that helps to deliver a seamless, connected experience across all customer channels .. Dynamics 365 Customer Service helps to unify the data and technology across different customer-facing departments and provides them with the right tools to create personalized service across any channel.
Some of the key functionalities of customer service :
- Support customer service engagements across channels
Dynamics 365 customer service gives a personalized customer service engagement with omnichannel support across channels like SMS, Chat, Voice chat, WhatsApp etc..It provides a unified platform for service agents to get a holistic view of the customers, their transaction history, previous interactions with the support team, previously logged cases. This helps them to anticipate customer demands better and offer better service.
- AI-powered tools to enhance the customer teams productivity
Dynamics 365 customer service empowers the agents to service their customers better by giving AI-powered inputs using real-time contextual cues, which the agents can use references cases to resolve similar issues faster. The platform makes it easy for agents to switch between open tasks thereby enhancing their productivity.
- Enhance service with real-time customer insights
The tool helps to provide detailed customer insights using built-in AI which can detect customer trends, support topics, engagements, etc. It helps to analyze customer interactions in real-time using sentiment analysis and thereby empowering agents with relevant information to resolve the issues better.
Dynamics 365 Customer Service Use cases
# Centralized Platform to provide a 360-degree view of customers
One of our leading customer in the Non Profit segment wanted to embark on the complete digitization of their operations. They were facing challenges with their legacy system which was decentralized with siloed data spread over multiple disparate systems. This was making it difficult to get a unified view of their customers leading to inefficiencies.
We helped them in building a robust digital platform using Microsoft Dynamics 365 customer service which provided a 360-degree view of their members, volunteers, beneficiaries, Donors, etc. We implemented a centralized system having a single repository of all members, volunteers, beneficiaries, Donor’s profiles, which helped the team to provide better support and services to their beneficiaries, internal and external stakeholders.
# Better customer service with automation of claim & repair department
A leading automotive services company was struggling with cumbersome manual processes across their claim and repair division. They were looking for an automation partner who could do a complete technology assessment and help with end-to-end automation of their processes, helping them to manage their claim processes and repair cases.
The customer onboarded TeBS to do the overall consulting, solution mapping, and implementation. Our automation solution experts analyzed the requirements and provided a solution built on Dynamics 365 to better manage the cases and front-end portal for third-party companies like repair workshops, insurance companies to send notifications using emails, SMS, etc.
The proposed solution helped in the merger of 2 departments i.e. claims and repair center into one. We were able to automate the entire claim process and accident repair process. We also built a self-service portal for Insurance companies to log and track their claims.
How can we help
As a Microsoft Gold partner, TeBS has implemented Dynamics 365 projects across various industry verticals for customer service organizations. Our experienced Microsoft team works closely with our clients to deliver Dynamics 365 for customer Service implementations that are tailored to their specific business needs.
TeBS has won the award for Business applications- Dynamics 365 Customer Engagement from Microsoft. Get in touch with us at [email protected] to discover how we can enable you to optimize your workforce and enhance their productivity using Microsoft Dynamics 365 Customer Service.
