To succeed today, organisations have to provide exceptional customer service. But, at a time when customer expectations are higher than ever, that’s easier said than done.
To meet this demand, businesses have to deliver fast, personalised, and consistent service experiences to customers across every channel. To achieve this, companies require a well-structured team with the necessary tools to support them. That’s where Microsoft Dynamics 365 CRM comes in.
It offers a comprehensive suite of features and capabilities, including intelligent enquiry routing and case management, as well as AI-powered insights and automations. These enable customer service to deliver exceptional experiences, while giving senior leaders the oversight they need to manage proactively and drive success.
This article explores the main Dynamics 365 CRM features for customer service, as well as the benefits to service teams and your wider business.
Dynamics 365 CRM gives service teams visibility on every customer interaction. Including service history, communication records, preferences, and behavioural insights – all on a single platform.
With this unified view, employees can:
These integrations give businesses unique insights into their data and unlock powerful new analytics capabilities that span multiple departments. This gives senior leaders a 360° view of the business and enables them to:
This means customers experience quicker response times, have their issues resolved more frequently, and have a more satisfying overall experience.
It’s not just service representatives that get better visibility, either. Dynamics CRM provides senior leaders with real-time insights on customer interactions, service performance, and operational data.
These help leaders manage more proactively as they can spot and resolve performance issues or bottlenecks, before they escalate. It also allows them to make informed strategic decisions quickly, based on customer data and AI insights.
Speaking of AI, did you know Dynamics CRM now has embedded Copilot capabilities? These allow businesses to provide personalised experiences to customers at scale and boost team output significantly.
Service representatives can work smarter and faster (while maintaining quality), thanks to these Dynamics Copilot features:
Copilot also shares actionable insights with senior leaders, helping them to identify trends, pain points, and performance gaps.
And that’s just Copilot! Dynamics CRM integrates seamlessly with most Microsoft solutions, as well as third-party platforms. These integrations turn what would be a standalone CRM system into a unified customer management platform for your entire business. They include:
Dynamics CRM’s case management features allow businesses to easily track, manage, and resolve customer issues. Issues are logged as cases (this can be manual or automatic) and then tracked through every defined stage of the resolution process. Cases can be broken down into sub-cases with a parent/child hierarchy and are easily duplicated or merged when needed.
Dynamics also supports service representatives through every step of a case. It provides visual guides to help them follow resolution steps and produces relevant knowledge articles when needed.
But what is case management without case routing? Once created, Dynamics can also automatically assign a case to an appropriate team member. This feature blends AI-powered decision making with business rules and real-time data, to ensure cases are assigned to the right team member. When routing a case, the AI will factor in:
Businesses can also set up custom rules or parameters to ensure their specific criteria are met. With better case management and automated routing, businesses benefit from faster resolution times, better first-contact resolution rates, and (most importantly) higher customer satisfaction overall.
Businesses can also integrate knowledge articles into Dynamics 365, so agents can find answers quickly – without ever leaving the CRM. This helps service teams troubleshoot and resolve customer issues with greater accuracy, which boosts resolution rates and customer satisfaction. It’s also particularly useful for new starters, as they can respond with confidence and accuracy, even if they’re still learning the ropes.
Dynamics CRM can automatically share relevant knowledge articles with representatives during case handling. This allows them to focus on the customer and shrinks call handling times, as less time is spent manually searching for articles.
It’s clear that Microsoft Dynamics 365 CRM is more than just a CRM. When used effectively, it’s an all-in-one solution for businesses that want to scale customer service operations while driving quality improvement and efficiency. To learn how organisations like yours are using Dynamics to gain a competitive edge, download our Dynamics of Success report below: