PRODUCTS / CASE MANAGEMENT
Modernize Your Customer-facing Processes
Microsoft Dynamics 365 Customer Service can help organizations optimize service operations, increase the productivity of service agents, and boost customer loyalty.
- A single repository for all incidents and related documentation
- Reporting tools to overview incidents and root cause analysis results
- Automated notifications for stakeholders when an incident is reported
- Service-Level Agreements (SLAs) and entitlements
- Customizable views of cases and queues
- Accounts, contacts, leads, and opportunities
- Online chat, phone, Teams, and email support
- Knowledge base
- Interactive dashboards and reporting with embedded AI insights
MICROSOFT DYNAMICS 365
Dynamics 365 Customer Service - Packed with Features
Case Management
Automate the creation of a case based on incoming requests from email, web, phone call, etc.
Intelligent case routing based on case type, agent skills, locations, etc.
Customer Management
360 degree view of customer. Omnichannel communication with customers (email, text message, social network, virtual assistant, etc.). Pre-written templates for emails, entitlements, and knowledge base articles. Voice-based customer verification. Real-time translation of communications with customers for agents.
Terms Management
Entitlements to describe the terms of different types of customer service. Each entitlement needs its own SLA.
Service level agreements (SLAs) to define how fast cases need to be resolved and whether they should be escalated.
Insight Driven
Customer analytics (customer journeys, behaviour, sentiment analysis) to deliver personalized responses and create customized offers and recommendations.
Agent Productivity
Agent desktop with profiles, history and transcripts. Integration with Teams for effective collaboration. Integration with copilot for real-time insights and recommendations.
Self-Service
Chatbots can provide 24/7 service without any human intervention.
MICROSOFT DYNAMICS 365
Customizations & Enhancements
Conform the platform to meet the needs of your organization without having to code
- Case management workflows customization to automate customer service processes and rules of any complexity.
- Data structure customization to add or rename attributes of objects like Customer, Contact Person, Case, etc., which enables tracking and using information specific for your business in automated workflows.
- Automation of routine operations and business rules.
- Forms customization to create custom forms for surveys, quizzes and polls to collect customer feedback, measure employee satisfaction, etc.
- Integrations with internal and external data sources.
ABOUT US
Why Partner with Strathcona Solutions?
Faster Delivery
Ascent implementations are completed in as little as one business week!
Depending on the availability of the key client personnel.
Advanced Microsoft Technology Skills
We’re not joking when we say we understand Microsoft’s products intimately. Our team members were the developers of the original MS Power Pages application. Case Management is our preferred development arena.
Trusted Advisors
We’ve continued our deep partnership with Microsoft and maintain our intimate knowledge of Microsoft technologies and our working relationships.
Systemic Approach
Our rigorous methodology includes templates, checklists and best-practice guides so you can benefit from our implementation experience.
Training & Documentation
Give your administrators hands-on training from experienced platform specialists. And for your creators, makers and citizen developers, instructor-led training leads to successful journeys building apps, automating processes and analyzing data.
Ongoing Support
Strathcona Solutions monitors the changes to the Microsoft platform and can provide regular quarterly updates.
Case Management Options
We offer two distinct solutions for managing cases, since different organizations have different needs and budgets. Both options are highly capable and fully supported.
Full D365 Sales and Service Management
- Complete implementation of the Dynamics Customer Service platform
- Enhancements, customizations and integrations to optimize platform
- Best choice for large-scale enterprise deployments
Alternative Custom Power Platform Apps
- Implementation of Strathcona Solution’s case application built on the Power Platform
- Enhancements, customization and integrations to optimize application
- Best choice for small to medium-scale deployments with fewer back-office administrators
- Best licensing value for smaller organizations