405 W Superior St, Ste 707 Chicago, IL 60654
Omnichannel Customer Experience with MS Dynamics 365
Achieve real-time customer engagement for quick corrective actions.
As customers move away from face-to-face interactions, it’s important to create a seamless digital buying experience. New buyer profiles are emerging. Disruptions are inevitable and the need for flexible solutions has never been higher.
What is MS Dynamics Omnichannel Solution?
An Omnichannel Customer Service System built on Microsoft Dynamics 365 platform lets you efficiently engage customers across multiple channels. Customer Success teams can automatically detect sentiment and intent in social posts for streamlined customer service and enhance collaboration with advanced workflow capabilities for personalized engagements.
Highlights:
- A cloud-based customer service system built on MS Dynamics platform
- Seamless data connectivity with Office 365, Power Platform apps and other data sources
- Native integration with Microsoft 365, Power BI, Teams, SharePoint, etc.
- Configure business processes with tools like Power Apps, Power Virtual Agents and Power Automate
- Configure agent presence, availability, and routing rules
- Auto-assign agents on most relevant support inquiries.
- Enable automated ticketing system and customer support
- Real-time and historical visibility and insights into the sales cycle
Benefits of Omnichannel Customer Service
Up to 50% reduction in time to capture an inquiry
AI-enabled fact-¬finding tasks for Customer Service Advisors
Achieve 50% better reporting capabilities
Achieve up to a 75% increase in automatic product recommendation
Secure up to an 80% increase in overall operational efficiency
Guarantee a high standard of service delivery.
Case Management System built on MS Dynamics 365
A case management solution, powered by Microsoft Dynamics 365 and hosted on Azure cloud, covers various types of cases such as complaints, investigations, inspections, and grant management. It automates and digitizes processes, facilitates citizen interaction through a public portal, and offers comprehensive reporting and business intelligence capabilities.
Automated Help-desk Ticketing
IVR to Lead Capturing
Chatbot to CRM Lead Capturing
Automated Task Assignment
Voice of Customer Integration
Integration with Microsoft Office
Reporting & Analytics on Power BI
Self-service Virtual Agents
Real-time Sentiment Analysis
Context-driven Agent Suggestions
Merge Similar Cases
All-in-one Contact Center
Omnichannel Customer Engagement in Action
Benefits of Omnichannel Customer Service
The Omnichannel Engagement functionality can be added to a wider Dynamics 365 implementation which could implement a line of business system and provide an overall view of the customer.
Engage Customers in Real-time
- Deliver the kind of omnichannel experience Millennial B2B buyers expect.
- Enhance customer experience by leveraging AI and advanced analytics
- Leverage AI Virtual Assistant and Power Virtual Agents to improve customer experience
- Author and publish a searchable knowledge base of articles
- Configure agent presence, availability, and routing rules with Omnichannel
Benefits for Customer Service Advisors
- Customize the Case Resolution dialog and the case resolution entity
- Plug and play web -based integration with third - party telephony providers
- Contextual customer identification, real -time notifications with integrated communication
- Agent productivity tools like KB integration, search, and case creation with Omnichannel
- Responsive design enabling a workforce to use mobile phones and tablets where required
Aligned Sales, Marketing and Customer Service
- Prioritize high revenue leads and plan complex buyer journeys
- Streamline routine tasks to empower sellers to focus on closing deals effectively.
- Rapidly address customer needs through automated request routing.
- Enhance efficiency and strengthen connections with customers.
- Provide responsive, personalized service across various channels for an enhanced customer experience.
Intelligence & Integrations
- Suggest similar cases and knowledge articles to agents
- AI Supervisors get real-time and historical data on agent performance
- Resource allocation across various channels with Omnichannel Insights
- Unified Service Desk
- Integration with Power Apps and Power BI Dashboards
- Use OneNote to take or review customer notes from within a Dynamics 365 record
Lead Features
| Self Service | Agent Productivity | Insights | Proactive Service | Omnichannel engagement |
|---|---|---|---|---|
| Knowledge articles and communities | Relevance Search for Knowledge Base | 360 degree customer view | Proactive chat customer engagement | Personalized service across channels |
| Virtual Agents | SLAs and Entitlements | Performance and trends across channels | Remote device commanding (IoT) | Unified routing for case amd entity records |
| Portals | Smart assist using robots | Agent performance and utilization | Proactive Insights | Skill based routing for work distribution |
| - | Agent Guidance using scripts and marcos | Feedback management using Forms Pro | - | Multi-session agent experience |
Custom-build a D365 Case Management Workflow.
Employ Dynamics 365 AI bot
- AI chatbot verifies customer credentials, collects case details, and offers resolutions.
- If needed, customers can access alternative options like agent chat, knowledge base, or community connection.
- Synchronous chat routes cases to agents based on availability and expertise, with bots sharing conversation context.
- Intelligent prioritization expedites urgent issues, while survey questions help agents understand case context.
Case Management System built on MS Dynamics 365
Our Microsoft Dynamics 365 Omnichannel for Customer Service empower organizations to engage with customers a range of customer touchpoints. Using Omnichannel Engagement leads to higher customer satisfaction, higher productivity, and reduced costs. The Omnichannel Engagement platform based on Dynamics 365 allows contextual customer identification ensuring you know who your customers are when they contact you.
-
Microsoft Dynamics Omnichannel Consulting
-
Dynamics 365 CE Implementation
-
On-demand CRM Customizations
-
Microsoft Dynamics CRM Integrations
-
CRM Upgradations and Migrations
-
Support Services for MS Dynamics 365
Why make the move to Microsoft Dynamics 365?
Microsoft Dynamics 365 allows you to design efficient, productive, and connected agronomic processes. Ideal for planners, cost and quality managers, and logistic operators, this solution is perfectly integrated with your existing systems, and it works even better if you are already within an Office 365 environment.
Flexibility
Data Security
Reduce your IT Maintenance
Cross-platform support
Microsoft Community Support
Maximize existing Microsoft Dynamics 365 investment
Embrace Omnichannel Customer Experience.
Get in touch with us today!
INDIANA: 201 N Illinois Street, 16th Floor South Tower Indianapolis, IN 46204
ILLINOIS: 405 W Superior St, Ste 707 Chicago, IL 60654
Dynamics CRM Consulting is a
subsidiary
