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MS Dynamics 365 Customer Service

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    Unifying Service Delivery with Dynamics 365 Customer Service

    In the digital era, service excellence is the key differentiator for customer loyalty, yet legacy systems often force agents to navigate multiple screens and limited information. Aphelios Solutions specializes in implementing and optimizing Microsoft Dynamics 365 Customer Service, the unified platform designed to manage all customer interactions from traditional calls and emails to modern chat and social channels within a single, intuitive interface.

    We configure the system to provide agents with a comprehensive, 360-degree view of the customer, their history, and their product entitlements. This strategic approach ensures rapid, personalized service delivery, significantly boosting customer satisfaction and reducing service friction.

    • Omnichannel Engagement & Agent Productivity

      We configure the Omnichannel Contact Center and the unified Agent Workspace to provide agents with a 360-degree customer view, intelligent case routing, and personalized service across all communication channels.

    • Case Automation, Knowledge, and Service SLAs

      We establish intelligent workflows for Case Management and utilize Knowledge Management for self-service and agent guidance. We configure SLAs (Service Level Agreements) to ensure timely resolution and service commitment compliance.

    Empowering Agents and Driving Operational Efficiency

    Dynamics 365 Customer Service is built to maximize agent productivity and operational efficiency. Our services focus on establishing intelligent, automated workflows across Case Management, Knowledge Management, and the Omnichannel Contact Center. We leverage features like the Agent Workspace and Service Level Agreements (SLAs) to guide agents toward the next best action and ensure timely resolution. By seamlessly integrating Customer Service with the Power Platform and other business applications, Aphelios Solutions delivers a modern, connected service architecture that reduces agent burnout, lowers the Mean Time to Resolution (MTTR), and transforms your service organization into a powerful, data-driven revenue retention engine.

    • Boosted Customer Satisfaction (CSAT)
    • Reduced Mean Time to Resolution (MTTR)
    • High Agent Efficiency
    • Seamless Omnichannel Experience

    Strategic MS Dynamics 365 Customer Service & Excellence

    In the digital era, service excellence is the key differentiator for customer loyalty, yet legacy systems often force agents to navigate multiple screens and limited information. Aphelios Solutions implements and optimizes Microsoft Dynamics 365 Customer Service to unify all customer interactions from calls and emails to chat and social within a single, intuitive interface.

    We go beyond standard case management, focusing on maximizing agent productivity and operational efficiency through automation. By seamlessly integrating Customer Service with the Power Platform and other business applications, Aphelios Solutions delivers a modern, connected service architecture that reduces agent burnout, lowers the Mean Time to Resolution (MTTR), and transforms your service organization into a powerful revenue retention engine.

    MS Dynamics 365 Customer Services

    Case Management and Routing Implementation

    Configuring the core Case Management module to ensure proper prioritization, categorization, and tracking of customer issues. This includes setting up intelligent routing rules to assign cases to the most qualified agent or team automatically.

    Implementing the Omnichannel functionality to unify all communication channels (Chat, Voice, SMS, Email, Social Media) within the platform, enabling agents to seamlessly switch between channels while maintaining a single conversation thread.

    Customizing the modern, unified Agent Workspace to provide agents with a comprehensive 360-degree view of the customer, their history, entitlements, and related cases, ensuring personalized and efficient service delivery.

    Establishing a robust Knowledge Base for customer and agent use, and deploying a Customer Self-Service Portal to deflect routine inquiries, empower customers, and reduce support costs.

    Defining, configuring, and monitoring SLAs to ensure adherence to service commitments. This includes setting up automated warnings and escalations for cases nearing their resolution deadlines.

    Implementing Dynamics 365 Virtual Agent (Chatbot) for 24/7 self-service and configuring AI-driven features to suggest relevant knowledge articles or similar cases to human agents, speeding up resolution.

    Ensuring seamless integration with Dynamics 365 Field Service (for dispatching technicians) and Dynamics 365 Sales (for up-selling/cross-selling opportunities), creating a connected customer lifecycle across the organization.

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