This solution is packed with a multitude of tools aimed at strengthening your organisational processes, improving the level of customer service, and boosting your revenue. From case management and omnichannel communication to AI routing and knowledge management – Dynamics 365 CRM Customer Service can be the ideal option for providing excellent customer services.
In this blog post, we’ll introduce its main features and discuss a real-life case of a New Zealand business.
By enabling real-time communication, reducing paperwork, and enhancing outdated service models, Dynamics 365 CRM Customer Service enhances agents’ efficiency as well as customer satisfaction. It is a scalable SaaS solution that leverages artificial intelligence (AI) to maintain long-term customer relationships.
Pricing Overview
Dynamics 365 Customer Service offers three main pricing tiers: Professional at AU$74.80 per user/month, Enterprise at AU$157.10 per user/month, and Premium at AU$291.80 per user/month.
Dynamics 365 Customer Service pricing
The main distinctions between these tiers are in the automation level, extended AI capabilities and multiple-channel communications.
- The Professional plan is more suitable for small teams that do not require complex customer service features. It is very appropriate for organisations that need basic options like case tracking and knowledge management without complex automation.
- The Enterprise plan is more advanced, including AI-driven analytics, customer interaction tracking, and routing systems. This plan is best for companies that need deeper integration for multiple service delivery channels and are required to automate their services to a greater extent.
- The Premium plan is designed for organisations that carry out full-scale work in contact centres and require additional functionality. Out-of-the-box features that set it apart include voice integration, advanced AI support and enhanced automation for cross-channel service delivery. This tier is perfect for those organisations that require a fully integrated solution to managing sizeable volumes of query and service requests with premier customer experiences.
7 Key Features Of Dynamics 365 CRM Customer Service
Microsoft Dynamics 365 Customer Service provides a full range of sophisticated and integrated tools for customer support service. This solution provides customised and real-time engagement experiences that enhance businesses’ relationships with their customers.
Case management
Dynamics 365 automates and organises case generation efficiently from various sources such as email, phone or websites. It tracks all the case specifics such as customer history and interactions to avoid delays. Agents can also assign cases to specialists while advanced routing guarantees that cases are directed to the right agent depending on his specialisation and capability to handle certain issues.
Dynamics 365 CRM Customer Service case management (source: Microsoft)
Omnichannel engagement
Dynamics 365 CRM Customer Service offers streamlined omnichannel communication, whereby customer service teams can reach out to customers through email, text, instant messaging, calls, and even social media. This 360-degree view also provides agents with customer interaction history so that they can perform faster and more personalised support. Other robust features include voice-based customer identification, voice translation and interpretation to enable the agents to handle clients in different languages without much strain.
Omnichannel management in Dynamics 365 Customer Service (source: Microsoft)
AI-driven unified routing
With advanced AI capabilities, the solution helps users assign customer cases based on factors such as the difficulty level, the abilities of the related agents, and even the feelings of the customers. Features such as ready-made Emotion Analysis help assign the case to the right agent, creating higher efficiency and better satisfaction.
Unified routing history in Dynamics 365 Customer Service (source: Microsoft)
Self-service portal & AI chatbots
Dynamics 365 Customer Service enables customers to solve problems by utilising self-service portals where they can gain information, create tickets or access the knowledge base. Automatic and highly effective 24/7 virtual assistants are also designed to deal with basic inquiries and solve various issues instantly. These bots are also differentiated by having conversational AI handling common customer queries that can be responded to as a human would.
Real-time sentiment analysis in AI chatbots (source: Microsoft)
Knowledge management
The knowledge base is the integrated part of the application that both agents and customers can use to access the resources to resolve problems more quickly. This database can be updated with common questions and solution guides, meaning that service teams will not always need to address customer queries. Real-time AI recommendation is also helpful with live support, making sure that the agents do not lack information.
Knowledge Manager in Dynamics 365 Customer Service (source: Microsoft)
Customer insights and analytics
Currently, Dynamics 365 CRM Customer Service provides deep insights into customers, their behaviour, preferences and journey. These data help personalise customer interactions and facilitate trend prediction that enhances service delivery. Such analytics also allow for service performance management, as multiple dashboards provide key metrics such as case resolution duration and clients’ satisfaction.
Customer service analytics in Dynamics 365 CRM Customer Service (source: Microsoft)
Service scheduling
With Dynamics 365 CRM Customer Service, scheduling and planning service is enhanced with AI-powered forecasts for critical aspects such as case volume and staffing level requirements. Entitlements and Service Level Agreements (SLAs) are also enabled so that users can solve cases at specific times, thus helping businesses follow both internal and industry criteria.
Service scheduling in Dynamics 365 Customer Service (source: Microsoft)
Voice and sentiment-based recognition
One of the prominent features is to include voice and sentiment-based recognition in the functions. Besides safeguarding customer identification through voice recognition, this technology also identifies the customer’s mood while supporting. It lets agents prepare better before handling the calls or messages and makes it easier to forward challenging cases.
Integrations & A Real-Life Business Case
1. Powerful integrations with other systems
Dynamics 365 CRM Customer Service stands out for its integration features, ensuring smooth connectivity of different business departments.
- ERP systems: When integrated with ERP systems, agents can directly and quickly access key product details, current inventory quantities, service rates, and customer order status. This enables them to answer questions and resolve issues much faster and decisively. You can learn more about Dynamics 365 Business Central or other ERP systems in the market
- Sales & Marketing systems: Dynamics 365 CRM Customer Service can be well-integrated with other Dynamics 365 products such as Sales or Customer Insights, or your existing systems such as Hubspot or Mailchimp. This will help agents get a holistic view of customers’ purchase history and execute targeted initiatives such as emailing those customers who were dissatisfied with the service.
- Collaboration & productivity systems: Integrating with Microsoft 365 applications such as Teams, SharePoint, Word, and Excel greatly improves work interactions. Microsoft Teams enables simple sharing of information between the agents, and hence customers’ problems can be easily and promptly solved. Documentation is well shared and managed on SharePoint to allow users to access important resources. Agents can also use Word and Excel to prepare, refine and update reports or analyse data on their customers in real time. Overall, the integration allows seamless workflows, enhancing service delivery as well as organisational administration.
2. New Zealand Bank Upgraded Service Delivery With Dynamics 365 Customer Service & Sales
Westpac New Zealand was struggling to provide efficient customer services due to its traditional manual on-premise CRM system. With a large number of over 5 million fragments in the company’s online platforms, timely data retrieval was nearly impossible. This resulted in time-consuming processes and dissatisfied customers in the most inconvenient manner.
Source: Westpac NZ
Knowing the need for change, Westpac NZ aimed to improve the customer experience by implementing Microsoft Dynamics 365 Customer Service and Sales. The idea was a centralised approach to paperwork, making customer interactions more efficient with real-time data updates.
The Dynamics 365 CRM Customer Service and Sales implementation also provided timely access to complete customer data for service agents to attend to inquiries efficiently. Automation of many back-office procedures helped reduce the considerable amount of time needed to complete a customer’s request. It also synchronised the on-board and follow-up system, which improved customisation in the communication process with customers.
Ready To Transform With Dynamics 365 CRM Customer Service?
Dynamics 365 CRM Customer Service is a versatile solution that comprises several aspects of customer service operations and can be adjusted to the needs of a specific business. Not the least, an implementation requires planning to fully harness all the solution’s capabilities for the business. For more information on how to implement, configure and integrate the Dynamics 365 applications for your organisation, kindly contact our team.
Dynamics 365 CRM Customer Service - FAQs
1. Is Dynamics 365 Customer Service cloud-based?
Yes, Dynamics 365 Customer Service is offered through a cloud-based system. It can be deployed through the Microsoft Azure cloud platform, with the robust benefits of a cloud-based customer service management system. Learn more about Microsoft Dynamics 365 on the cloud.
2. Is Dynamics 365 a CRM or ERP system?
It can be both. Dynamics 365 is a robust solution that includes both customer relationship management and enterprise resource planning features. Customising and using it as a CRM or ERP more or less relies on your organisation’s unique needs.
3. How does Dynamics 365 CRM work?
Dynamics 365 CRM collects and stores all customer data in a unified high-performance database across your organisation. It helps to drive sales lead, marketing, customer support and customer service sales cycles.
