Enhance your support team’s capabilities to improve customer satisfaction.

Customer Support Services and Internal IT Service solutions
Dynamics 365 Customer Service is an application that provides high-quality customer service experiences to customers. By understanding your customers better, you can personalize experiences at each touchpoint and optimize the productivity of your support team. This enables you to acquire long-term, loyal customers.

To improve customer satisfaction, it is important for support staff to be able to receive customer requests from any channel such as email, chat, or text, handle multiple customers’ support needs simultaneously, integrate with necessary apps, and strengthen and streamline business workflows.

By enhancing the capabilities of the support team, support inquiries can be closed quickly and backlogs can be reduced.

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Reasons to consider Dynamics 365 Customer Service

Understanding customers and addressing their inquiries
By utilizing information from past inquiries by the customer or their company and other tools such as Sales hub, you can better understand the customer and provide high-quality inquiry support that leads to greater customer satisfaction.

Supporting various inquiry channels
You can address inquiries through convenient channels for customers, such as email, chat, and phone, providing a consistent customer experience.

Improving efficiency in inquiry support
Its AI assistant and automation capabilities assist in providing support staff with the necessary information at the appropriate time, allowing for more efficient resolution of support inquiries.

Supporting inquiry handling
Using a knowledge base FAQ portal and AI-powered chatbots (virtual agents), we support customers in resolving issues on their own.

Optimizing service operations
Insights obtained from analytical and reporting features enable you business to improve its operations and optimize processes with the help of robots, resulting in increased efficiency and cost savings.

Benefits of Implementing
Dynamics 365 Customer Service

  • AI-powered business optimization

    The Copilot feature assists support staff in finding the necessary information and automatically creates draft replies by using internal information such as past inquiries, knowledge bases, and reliable websites. In addition, AI functions are utilized in various areas such as AI chatbots, real-time translation, and escalation based on user emotions to assist support staff in their work.
  • Better business decision-making through advanced analytics

    It is possible to extract data from multiple aspects and analyze it in a comprehensive way. By using Microsoft Power BI, you can always synchronize with the latest data, create easy-to-read dashboards, and visualize various management data.
  • Seamless integration and expansion

    Dynamics 365 Customer Engagement has a flexible extensibility that allows you to add and integrate other Dynamics 365 applications such as ERP or CRM to meet your changing business needs or company growth.

    In addition, using Microsoft Power Platform tools such as Power Apps, Power Automate, Power BI, Power Virtual Agent, and Power Page, along with Dataverse (Common Data Service), you can further enhance and extend Dynamics 365 solutions for greater usability.

    Because it is a cloud-based solution, you can always use the latest version and build applications that are optimal for your business processes by utilizing accumulated data.

  • Microsoft's trusted security

    Dynamics 365 Customer Engagement is designed to comply with Microsoft’s high security standards and incorporates the latest security features to protect confidential information. It also meets regulatory requirements related to compliance, ensuring high reliability.

    In addition, using Microsoft Power Platform tools such as Power Apps, Power Automate, Power BI, Power Virtual Agent, and Power Page, along with Dataverse (Common Data Service), you can further enhance and extend Dynamics 365 solutions for greater usability.

    Because it is a cloud-based solution, you can always use the latest version and build applications that are optimal for your business processes by utilizing accumulated data.

Recommended for

  • Companies who want to provide and improve support services for their customers.

    When providing support for your services and maintaining your products, it is crucial to have an efficient system and structure in place to promptly respond to inquiries and ensure customer satisfaction. Dynamics 365 Customer Service offers a seamless, end-to-end high-quality customer service experience through a single solution built on the Microsoft Cloud. This enables you to provide consistent and coordinated support across all channels.
  • Companies considering providing IT support services internally.

    If a company has an information systems department or an IT team, they receive various IT-related inquiries from employees. In particular, when starting to use a new system, it is expected that there will be more inquiries than usual, and it is important to have a system that can efficiently manage these inquiries.

    With Dynamics 365 Customer Service, it is possible to automatically create cases from inquiries received via email and track subsequent correspondence. It is also possible to assign appropriate support staff based on the importance of the inquiry. Additionally, knowledge can be accumulated in the system and used as a knowledge base for support staff to respond to inquiries, and it can also be made available to users as an FAQ site.

  • Companies interested in providing customer service at the scale of a call center.

    With Omnichannel capabilities, it is possible to provide customer service at the scale of a call center. Various customer response requests, from voice to digital messaging and social media, are centrally managed through omnichannelization. In addition to providing consistent experiences for customers, support functions that enable operators to quickly respond to recommended answers and related information using AI, as well as advanced automatic responses using AI such as chatbots, can be realized.
  • Companies considering managing IoT devices as well.

    By utilizing Connected Customer Service (IoT), it becomes possible to monitor IoT devices, update them, and manage inquiries on a single platform, enabling a transition to a proactive service model.

Benefits You’ll See
After Implementation

  • Faster and more efficient support response

    By leveraging the automation of workflows such as case creation and support agent assignment, as well as utilizing the accumulated knowledge base, support agents can efficiently handle inquiries. This enables support inquiries to be resolved quickly and reduces backlogs.
  • Integrated database (Dataverse) expands the use of data

    Data related to inquiry handling using the system is stored centrally in Dataverse, an integrated database. This enables easy creation of dashboards and reports using business intelligence tools such as Power BI, making it possible to visualize and analyze inquiry handling status and performance. Additionally, Power Automate, an RPA tool, can be used to further automate workflows using the stored data.
  • The system can serve as a manual even if there is a high turnover of employees.

    According to the US Bureau of Labor Statistics, the average tenure of a worker is 4.1 years. Additionally, the system has a function that alerts users of errors if necessary information is not entered, so even with frequent turnover of personnel, the system can act as a replacement for a manual.

Implementation Process

We will implement Dynamics 365 Customer Engagement using the Success by Design adoption methodology advocated by Microsoft.

Initiate: Understanding customer’s business challenges and requirements through consultation and discussion.

Implement: System design and proposal, as well as system construction and customization.

Prepare: Testing, training, and system introduction.

Operate: Operations and support.

Frequently Asked Questions

There is no restriction on purchasing licenses for Dynamics 365 Customer Service, so it can be used even by one person. For more details on licenses, please feel free to contact us.

Yes, we provide support after the implementation. We offer a range of operational support services, including daily Q&A, troubleshooting, and adding or changing settings required for business changes or new requirements.

Yes, it is possible. Dynamics 365 Customer Service can easily integrate with Microsoft’s other products and also provides APIs, enabling easy integration with external systems.

It depends on the scale of implementation and customization requirements, but typically the cost ranges from XX,000 yen to XX,000 yen. Also, the implementation period varies depending on the scale and requirements, but it generally takes around 3 to 6 months.

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