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In briefShow moreShow lessSuccessful customer service leads to more satisfied customers, better internal collaboration, and lower costs for the company.
- Successful customer service leads to more satisfied customers, better internal collaboration, and lower costs for the company.
- Dynamics 365 Customer Service is the customer service app in Dynamics 365 Customer Engagement for receiving and resolving inquiries from multiple channels.
- Case management involves more than receiving an enquiry.
The story
Successful customer service leads to more satisfied customers, better internal collaboration, and lower costs for the company.
What this means for the work
Dynamics 365 Customer Service is the customer service app in Dynamics 365 Customer Engagement for receiving and resolving inquiries from multiple channels.
The solution integrates with other Dynamics 365 apps and Microsoft tools such as Teams and Outlook, enabling shared data and collaboration.
The demonstration or announcement describes platform capabilities; it does not show that every organisation will obtain the same result. Forrester reported high CRM adoption but low overall satisfaction in August 2023, a useful counterweight when assessing new features.
A 2022 Forrester analysis linked weak CRM outcomes to unclear strategy, insufficient governance and poor change management. Technology has to be tied to defined processes, roles and outcomes. Training and follow-up after launch are part of the implementation.
A bounded trial is often more informative than a long feature list. Leaders can choose one process, agree what data must be recorded and measure whether the work becomes easier or more accurate. Integration, access control and long-term process ownership should be decided at the same time.
Sources and perspectives
ProsessPilotene: Webinar series put Dynamics 365 case management on the agenda
Forrester: High CRM Adoption But Low Satisfaction (15 August 2023)
Forrester: Poor Change Management Kills CRM Success (3 October 2022)
Forrester: Knowing When To Migrate To An Industry CRM (26 April 2024)
Further reading
Read the detailed guide
Practical follow-up
Case management involves more than receiving an enquiry. Staff need to find relevant history, assess what the customer needs and follow the case through to resolution. The webinar series explored how Dynamics 365 can support this work.
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How do you determine whether a new solution actually helps customers? Share the measures you use.
