Microsoft Dynamics 365 Customer Service

Develop long-standing customer loyalty

Being able to understand the challenges of your customers and fostering customer trust and loyalty is essential in establishing a long-term and sustainable sales strategy. Microsoft Dynamics 365 for Customer Service amplifies and improves customer experience at all levels.

Microsoft Dynamics 365 for Customer Service

BENEFITS – Dynamics 365 Customer Service

GaINING CUSTOMER TRUST

Personalized interactions on any connected de vice thanks to our « self-service » channel of your choice.

ENABLING YOUR AGENTS

Intelligent and unified agent experience delivering quick and efficient service.

SERVICE AGILITY

Adapt to the volatile markets in real time with much better knowledge of your customers allowing you to anticipate your next move.

CAPABILITIES – DYNAMICS 365 CUSTOMER SERVICE

Microsoft Dynamics 365 Customer Service engagement multicanaux

Omni-channel engagement

Provide and end-to-end value proposition on all channels for self-service, customer service and on-site services. A unified platform that guarantees contextualized engagement on all channels delivering consistent and personalized services seamlessly and efficiently to customers.

Microsoft Dynamics 365 Customer Service self-service et communautés

Self-service and communities

Provide those customers who prefer self-service an online support portal that connects to a rich database for updated and consistent answers to customer questions and queries across all channels.

Microsoft Dynamics 365 Customer Service habilitation des agents

Agent enablement

Provide your agents with a unique experience to interact with your customers for efficient and quick service. Dynamics 365 for Customer Service gives you a complete 360-degree view of the customer, including full history of interactions, user preferences, and relevant customer information enables agents to engage with the consistency and personalization customers expect.

Microsoft Dynamics 365 Customer Service connaissances unifiées

Unified knowledge

With a single view into important information like scripting, entitlements, or recommendations, your agents can provide high-caliber service in an instant across all channels.

Microsoft Dynamics 365 Customer Service services intelligence

Smart intelligences

Leverage embedded reports and analytics to help identify trends, anticipate opportunities and gain insights using rich analytics. Get to know your customers’ purchasing behaviors.

FEATURES – DYNAMICS 365 CUSTOMER SERVICE

SELF-SERVICE & communITIES

Utilize support portals to deliver up-to-date and personalized answers – connect with peers and subject matter experts.

co-browsing & chat

Proactive and on-demand experience with service agent.

unified service desk

Get tools, answers, advice and data from one touchpoint.

INCIDENT ROUTING

Route service incidents to the appropriate personnel for action through rules-based workflows and support queues.

collaboration TOOLS

Reduce incident resolution time significantly.

voiCE OF THE CUSTOMER

Feedback and surveys to get to know your customers better.

social care

Feeding back personal and social data to your CRM collected through the various channels.

sMART intelligenceS

Monitoring performance levels in real time using personalized and interactive dashboards.

CTI INTEGRATION

Multiple Computer Telephony and adapter configurations possible.

What’s inside…

Présentation Customer Service

Présentation Customer Service

Prodware Accelerators

GDPR Accelerator

This accelerator walks you through your systems and helps organizations get GDPR-ready and compliant. It is a quick and easy tool to use helping you control GDPR implementation related costs. Consent management and automated workflows from intake to fulfillment to meet regulatory deadlines.

Meeting notes

Meeting notes is an intuitive solution designed to foster collaboration in the workplace. Meeting Notes is ideal when several teams within the same organization are all serving the same customer. Meeting Notes is a single and unified information management/sharing hub for a single customer. You could lookup, store, and find all the information related to the whole history of interactions with a given customer.

Why choose Prodware?

Avec plus de 30 ans d’expérience sur le marché, nous développons et déployons des solutions sectorielles basées sur la technologie Microsoft.
Notre expertise conjuguée à notre savoir-faire en innovation et technologies disruptives nous permettent d’offrir des services et des solutions pour les ressources humaines qui répondent aux exigences de votre marché, tout en assurant un avantage concurrentiel durable pour votre entreprise.

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