Microsoft Dynamics 365 for Customer Service | BDO CanadaMicrosoft Dynamics 365

Earn customers for life

Improve customer service through a single, unified experience that delivers end-to-end service across every channel—earning customer loyalty and empowering agents.

Earn customer loyalty

  • Minimize customer effort, proactively address issues, and deliver more personalized, seamless service.

Empower every agent

  • Give agents the knowledge they need to deliver faster, more consistent service.

Adapt to changing needs

  • Anticipate and react quickly to customer, business, and market demands using a customer service software application with intelligence built in.

Omni-channel engagement

Connect with customers anytime, anywhere

Support your customers wherever and whenever they need it. Deliver the personalized, consistent service customers expect across their choice of device and channel—including social media.

  • Use a unified platform for consistency and visibility across channels
  • Get deeper insights with a 360-degree customer view
  • Personalize interactions based on past interactions and behavior

Self-service and communities

Help your customers help themselves

Make it easy for your customers to find answers on their own, as well as access a community space to connect with peers and subject-matter experts. And when they require it, customers can seamlessly transition to assisted support.

  • Offer access to customer service anytime, anywhere
  • Deliver real-time service that’s optimized for any mobile operating system and device

Agent enablement

Help your agents succeed through a single user interface

Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.

  • Support agents with a visual interface that delivers role-tailored experiences
  • Manage cases faster and provide differentiated levels of support
  • Speed resolution using machine learning and advanced analytics capabilities

Unified knowledge

Give agents and customers answers on the spot

Access and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics.

  • Deliver the right answers at the right time across channels
  • Capture content from social media, service interactions, and experts
  • Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs

Digital intelligence

Be proactive with built-in digital intelligence

Enable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.

  • View real-time key service metrics through fully customizable dashboards
  • Automatically detect sentiment and intent on social posts using built-in intelligence
  • Resolve issues faster by using machine learning to reference relevant articles and cases
  • Get quick insights to help identify trending issues

Add prebuilt applications

Do even more with Dynamics 365 for Sales using AppSource. Enhance your sales CRM systems and processes by integrating add-on applications from Microsoft and our partners.

 

Customize your applications

Do more with your Dynamics 365 data. Create custom applications that connect with Dynamics 365 to solve your exact business needs—with little to no additional code development.

BDO

Sonia Edmonds
Partner

Sonia Edmonds is a CPA, CGA with over 25 years of finance, accounting and operational experience, including 18+ years in consulting, Sonia Edmonds is the Managing Partner of BDO's IT Solutions Group, leading the team of over 200 dedicated professionals nationally. With a core focus on business process improvement and sustainable change management initiatives, Sonia and her team help lead companies implement Microsoft Dynamics ERP and CRM, Business Intelligence, Corporate Performance Management and Technology solutions to help address financial and operational challenges and increase business efficiency.

Ask Sonia a Question or Call (905) 946-2500