Microsoft Platform – Microsoft Dynamics 365 – Customer Service
Improve customer service by understanding and predicting
customer behaviour
Create exceptional customer connections and deliver transformative outcomes using an intelligent contact centre solution.
With Microsoft Dynamics 365 Service, you can:
Provide seamless, end-to-end customer service experiences for consistent, connected support across all channels.
Exceed Customer Expectations by Offering Always-on Service
Deliver omnichannel service - Build trust with customers by delivering seamless experiences across all channels, including conversational AI, live interaction, and self-service solutions.
Resolve customer issues faster - Improve first-call resolution through intelligent, unified routing that uses AI and rules to classify, prioritise, and assign customer support enquiries to the best-suited agent.
Improve case Management - Increase employee effectiveness and cross-team collaboration while delivering personalised experiences that drive customer loyalty.
Evolve field service management - Innovate new business models by transitioning from reactive to proactive and predictive service engagements and frictionless self-service.
Expertise where you need it - Empower frontline workers to solve service and support issues remotely using Augmented Reality in real time on HoloLens, Android, or iOS devices.
Deliver consistent, connected customer support across all your business channels
We rapidly design, develop, and deploy a line of business applications often with little or no bespoke software, a low code/no code approach.
A complete ERP for small to medium business. Includes financials, sales and service, manufacturing, logistics, operations, warehousing, supply chain, project mgt, reporting, analytics…
Accelerate sales by using customer, marketing and sales data with AI to identify ideal customer targets, recommend next best actions, and collaborate with peers.
Meet and exceed customer expectations across all channels, by optimising the work of field technicians, accelerating problem solving while understanding and predicting customer behaviour
Make more informed decisions by applying AI to your data. The single integrated data repository that underpins Dynamics 365 is mined for Insights into Sales, Customers and Customer Service delivering a competitive edge.
DYNAMICS 365 FINANCE & OPERATIONS
Connect and optimise back-office, retail and supply chain operations by integrating Finance, Manufacturing and Supply Chain management to deliver personalised shopping experiences.
The Dynamics 365 Field Service application helps companies optimise the productivity of remote field and mobile workers. By combining workflow automation, smart scheduling, remote assist, and seamless collaboration.
Keep the sales pipeline fed through lead generation campaigns with automated process flows, comprehensive event management, customer segmentation and social insights.
Create a workplace where people and business thrive.
Go beyond traditional personnel management to improve organisational agility, optimise HR programs, and transform employee experiences.
Overlay digital content onto the real-world for greater efficiency and teamwork. Visualise room layouts with holograms and much more.
Read more of our case studies on Customer Service
Compliance Management Solution for ITC
The Challenge ITC’s legacy compliance management system relied on manual processes, including paper-based
HSE Covid-19 Contact Tracing System
On a Tuesday night, in March 2020 at 9pm, TEKenable received a call
Customer Success Stories
Trusted for over 20 years
We deliver according to our values. Resilience, Heartfelt Service, Always Striving and Insatiable Curiosity.
Awards and Certifications
Reasons you can trust us.
FAQs - Microsoft Dynamics 365 Customer Service
What is Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is a cloud-based customer service solution designed to help organisations manage customer interactions, resolve issues faster, and deliver personalised support across multiple channels. It combines case management, automation, AI capabilities, and omnichannel engagement tools to improve both agent productivity and customer satisfaction.
What is Dynamics 365 Customer Service used for?
Dynamics 365 Customer Service is used to manage customer inquiries, track support cases, automate service workflows, and provide consistent support across channels such as email, chat, phone, and social media. Businesses use it to streamline service operations, improve response times, and enhance the overall customer experience.
What are the key features of Dynamics 365 Customer Service?
Key features include case management, knowledge management, service-level agreement (SLA) tracking, AI-powered insights, automation tools, and omnichannel support. These capabilities help service teams resolve issues faster while maintaining consistent customer interactions.
How does case management work in Dynamics 365 Customer Service?
The platform allows service teams to create, track, prioritise, and resolve customer cases within a central system. Agents can view complete customer histories, escalate issues when necessary, and collaborate with colleagues to ensure faster and more effective resolution.
What omnichannel capabilities does Dynamics 365 Customer Service provide?
Dynamics 365 Customer Service enables organisations to manage conversations across multiple channels—including live chat, voice, email, SMS, and social media—from a single interface. This ensures customers receive consistent and seamless support regardless of how they contact the business.
What industries can benefit from Microsoft Dynamics 365 Field Service?
AI-powered tools help service teams work more efficiently by providing suggested responses, case insights, automated routing, sentiment analysis, and knowledge article recommendations. AI can also assist agents by summarising cases and identifying the next best actions to resolve issues quickly.
Is Dynamics 365 Customer Service a CRM solution?
Yes, Dynamics 365 Customer Service is part of the broader Microsoft Dynamics 365 CRM ecosystem. It integrates customer data, service tools, and analytics into one platform, enabling organisations to deliver more personalised and proactive customer support.