Continuous Improvement ensures your system grows with your needs. As your services evolve, we can add new features, refine processes and introduce AI tools so you keep getting maximum value.
Manage every customer interaction… calls, emails and appointments… directly within Microsoft Dynamics 365. FormusPro help you create a complete, 360° view of your customers and relationships, so your teams can deliver faster, more personal service.
Customer Service is what Customer Relationship Management (CRM) was made for in its first instance. Now, it has become a further sophisticated and structured tool for implementing customer service management and strategy.
Use it to manage who, what, where, when and how all contacts and customers are all looked after. Handle contact management, workflow and productivity with a focus on strengthening your organisation’s valuable relationships – whether that be with clients, customers, investors, donors, service users, stake holders or suppliers.
Replace unwanted spreadsheets and inconsistent address books. Consolidate customer data into a centralised system and aggregate the most pertinent information to allow each system user the level of access and information appropriate to their roles and responsibilities.
In a world where remote work is becoming more and more frequent, the need to access your companies content on more than just a PC in the office is at it’s peak.
From PC to mobile, the Customer Service application in your Microsoft Dynamics 365 instance can be accessed from anywhere.
Microsoft Dynamics 365 Customer Service has been developed over time to ensure that everything that you could need to support your customer service teams is in one place.
Gone are the times where you need to have hundred of tabs open for email, for SMS, for contact information, for your notes. Now it is all centralised in one place.
Removing the need for multiple spreadsheets and not up to date contact books for each of your users, and now host everything in one place, where notes are shared and the content is harmonised, ensuring the customer will get the same messages across the board.
Microsoft Dynamics 365 Customer Service has a few core elements to ensure a streamlined approach to communicating with your customers.
Being able to manage the way you engage with your contacts is essential. With so many channels of opportunity, tailoring their experience to what they enjoy most is essential to keep them happy.
For quick and efficient access to your contacts, there is a fast look up feature, allowing your to search for a contact based on certain parameters.
Everything is connected. The audience expect to be able to contact the company, instead of an individual in the business. Providing a service where everyone is singing from the same hymn sheet is essential.
Providing unique insights to individual roles in the business using data collected from other areas, gives each member of staff an overview of how the relationship is with a specific contact. Tailoring their experience based on previous engagements.
Many companies now use SMS communication as one of the favoured communication methods to their customers. This is something that can be done directly through Microsoft Dynamics.
What role does Continuous Improvement play in Dynamics 365 Customer Service?
Continuous Improvement ensures your system grows with your needs. As your services evolve, we can add new features, refine processes and introduce AI tools so you keep getting maximum value.
How do we get started with Customer Service in Dynamics 365?
The first step is a discovery session to understand your service processes and challenges. From there, we’ll design a tailored roadmap to deliver the right setup for your organisation.
Can Customer Service in Dynamics 365 be customised for our sector?
Absolutely. Whether you’re a charity, membership body, healthcare provider or commercial organisation, Customer Service can be tailored to your processes, terminology and regulatory needs.
Does Dynamics 365 include AI features for customer service?
Yes. AI can provide automated responses, route cases to the right person, predict service issues and suggest next best actions. This improves efficiency and creates better customer experiences.
How can Customer Service in Dynamics 365 strengthen relationships with stakeholders, donors or service users?
By providing accurate records, clear communication history and consistent touchpoints, Dynamics 365 builds trust and improves engagement across every relationship.
What’s the benefit of consolidating customer data into a centralised system?
A single system means fewer silos, less duplication and more reliable data. Staff spend less time hunting for information and more time using it to support customers.
How does Dynamics 365 help with workflows and productivity in customer service?
Dynamics 365 automates routine processes, such as case assignment or follow-up reminders. This reduces manual admin and allows staff to focus on delivering value to customers and service users.
Can we communicate with customers via SMS using Dynamics 365?
Yes. Dynamics 365 integrates with SMS tools so you can send and track text messages alongside emails, calls and meetings. This makes multi-channel communication easier to manage.
How do customer insights work in Dynamics 365?
Customer insights use the data in your system to highlight trends, identify patterns and suggest actions. With AI built in, it can surface opportunities, predict issues and help staff respond proactively.
What is “fast look up” in the Customer Service context and why is it useful?
Fast look up allows users to quickly find customer records or case information without searching across multiple systems. It saves time and ensures users always have the latest information at their fingertips.
Is Dynamics 365 Customer Service accessible anywhere and on any device?
Absolutely. Dynamics 365 is cloud-based, which means you can access it securely from a PC, tablet or mobile, wherever you’re working.
Can Dynamics 365 replace spreadsheets and address books?
Yes. Many organisations start with scattered spreadsheets and email address books. Dynamics 365 replaces these with a structured, secure database that’s easier to update, share and report on.
What tools does Dynamics 365 provide for contact management and relationship tracking?
Contact management in Dynamics 365 includes storing key details, tracking interactions, assigning tasks, and linking records to wider relationships like organisations, households or accounts. This provides a complete picture of how you connect with people and groups.
How can Dynamics 365 give us a 360-degree view of our customers or contacts?
By consolidating data into one system, Dynamics 365 shows you every interaction, history and related information in one place. This helps staff make better decisions, improve engagement and resolve queries faster.
How does Dynamics 365 help us track communications and appointments?
All communications, including calls, emails and meetings, can be logged automatically against a contact record. This means your team has full visibility of the relationship, making it easier to follow up and deliver consistent service.
What do we mean when we say Customer Service in Dynamics 365?
Customer Service with Dynamics 365 is about giving organisations a single system to manage every interaction with their customers, donors, service users or stakeholders. It brings phone calls, emails, appointments and tasks together so nothing gets lost and relationships are strengthened.
The Little Princess Trust (LPT) identified the need for digital transformation, which would take the form of a system encompassing almost all areas of the organisation. The system needed to be intuitive, integrate, consolidate and create a sustainable and extensible solution for use well into the future.
offices globally
over 12 years
To find out about how we create systems around the Microsoft D365 platform or to ask us about the specific industry focused digital management systems we create, get in touch.
Tel: 01432 345191
A quick call might be all you need, but just in case it isn’t, we’re happy to go a step further by popping by to see you.
We travel all over the UK.
Just ask.