Dynamics 365 for Customer Service
Effortless customer service begins with Dynamics 365 for Customer Service

Dynamics 365 for Customer Service
Customer Service provides a unified platform that allows access to information across orders.
- Engage with your customers anytime on any channel or device
- Deliver fast personalised service and support thanks to intelligent processes
- Improve your service experience through direct survey feedback and discussion forums
- New features and identified best practices are always available
Key Features &
Benefits
Customer Support
Complete support for customer needs
Simple interface for customer support staff
Information visualisation through dashboards
Process management workflow and SLA
Self-Service Web Portals
24/7 customer access to information about their requests
Ability to enter customer support requests directly in CRM
Available anywhere on any device
Knowledge Base
Comprehensive knowledge base for resolving the most common issues
Article database available through the portal
Full text search to narrow down relevant results
Artificial intelligence for pairing articles and cases
Call Centre
Simple user interface for customer support staff
Click-to-Call function allows outbound calling directly from Dynamics 365
Automatic scenario for identified and not identified customers
Automatic opening of a customer card and history of the communication or creation of a new contact
Call script and scenario creation
Integration with other telephone and computer systems (Daktela, Avaya, Siemens, Microsoft Teams and Skype for Business)
Omnichannel Communication
Communicate with customers through different channels with a single interface
Emails, switchboards, text messages, live chats, or chatbots in one place
Social networks integration – Facebook, Twitter, Instagram, and YouTube
Surveys
Dynamic customer survey creation through the Voice of the Customer module
Pre-formatted or customisable templates including graphical components, anonymous, or personalised invitation
User defined rules for running follow-up actions
Survey sharing
Response analysis
Automatic workflow option to any questionnaire response value
Customer Quotes
“I was in a close contact with LLP while coordinating the whole CRM implementation project on behalf of MEGA. I can claim that the implementation was professionally managed and we did not need to worry about meeting deadlines in any phase of the project. Also, specific amendments to the CRM system based on our company requirements were dealt with continuously and to our satisfaction.”
Pavel Novák
Marketing Manager
Mega

“LLP CRM has understood our needs very well from the beginning of the project. They demonstrate a high level of flexibility and solution orientation to bring our organization onto the next level. Communication and collaboration work excellently. We have been guided through changing our way of working based on Microsoft Dynamics 365 Customer Service solution and well supported throughout rollout making the system ‘our own’.” … “The new CRM system helps us to have a better view on our customers and thus serve them more individually. The gain of transparency is not only beneficial in contact with the customer, but also in terms of managing the customer service team.”
Anne-Catherine Grunholzer
Head of Customer Service
ODLO International AG

“We were searching for a complex system to cover the group´s business processes as well as to be able to implement the system in other countries where we operate. The aim was also to support our future growth and be ready for further mergers and acquisitions. We strongly preferred the flexible monthly SaaS lease model without large capital investments in our internal infrastructure. Dynamics 365 and all its add-on features have proven to meet all these requirements. I would like to thank the entire LLP team for their cooperation in the Czech Republic and Hungary and have no doubt that our next project in France will also be a success. I really appreciate the high quality of the consultants and their helpful support we received during the entire implementation project.”
Mgr. Lukáš Vildman
Project Director
Waterlogic Group

“The result of the entire CRM project exceeded our expectations. We used to have many different external applications for activities which we can now work in one integrated environment. We now have an overview of all our branches around the world. Since the beginning of our cooperation, there has been a surprising number of improvements from LLP CRM as their own initiative. This has led to a number of new features that had not been part of the original project documentation.”
Klára Mikulášová
CRM & Business Systems Coordinator
Dormer Pramet

“It is incredible how Microsoft Dynamics CRM has enabled us to shorten the time necessary for collecting complete and correct information on all Treasury clients. We have all the information in one place and thus, new possibilities for increasing productivity and growth dynamics throughout the bank have been opened. I would like to thank LLP Prague – for their excellent and professional approach to the implementation of the system, and for their management of the whole project – all agreed terms and planned budgets were kept.”
Pavel Truchlý
Treasury Product Manager
Raiffeisenbank

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