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
“The new CRM solution, Dynamics 365, brought greater transparency to the entire sales organization. We were able to streamline the process of obtaining up-to-date sales reports across the 15 locations where the system was implemented. LLP CRM has demonstrated exceptional skills in managing the entire implementation project as well as additional customizations. Dynamics 365 provides us with insight to a complete sales process from inquiry, through quotation, order to contract conclusion, including the entire lead management lifecycle.”
Tomáš Franc
Customer Engagement Solution Manager
Beck & Pollitzer Czech

“The Dynamics 365 CRM implementation by LLP CRM team was not a one-time issue for Scania as the ambition was to launch a complex sales management solution integrating several company systems so that the salesmen had all necessary information in one place. Given the key role of CRM, system development never ends. However, I dare say that over time, together with LLP CRM, we have succeeded in fulfilling the ambition we had with the Dynamics 365 solution. Salesmen throughout the CER (Central European Region) were given a tool to increase their customer awareness and the possibility of working with them more effectively, and their management were given a BI tool. Since business in our industry takes place primarily in the field, some salespeople appreciate working with CRM via the mobile application. Our immediate goal is to start using Dynamics 365 CRM for our new emerging call center.”
Tomáš Mentlík
Project Director
Waterlogic Group

“Skanska Reality a.s. has implemented a sophisticated CRM system with the aim of optimizing agent and customer communication and to streamline its processes. A three-stage tender process led to the selection of LLP Group for the implementation of this project because LLP Group was the only company to demonstrate specific know-how in the field of apartment sales and proven ability to customize the system to meet the firm’s complex business process requirements.”
Ondřej Beneš
Acquisition and Research Specialist
Skanska

“LLP helped us to improve some of our business processes and to optimise our use of Microsoft Dynamics CRM. Thanks to that, we developed a more systematic approach to sales management. We also collected a great deal of market data, which, in turn, our sales team were able to use greatly to boost both sales and client satisfaction.”
Luděk Lhotka
Sales Manager
Efaflex

“Additionally, the new CRM system significantly reduced the burden on our IT department and made us able radically to accelerate the resolution of requirements for further customisation. Not to mention the fact that 80% of change requests can be managed by our business administrators without incurring external cost.”
Petr Budín
Business System Design Manager
O2 Czech Republic

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