Dynamics 365
Customer Service Implementation Services
Perigeon is a certified Microsoft Partner helping enterprise teams implement, customise, and support Dynamics 365 Customer Service so your agents resolve cases faster, customers get better service, and your support operations run efficiently.
Why Choose Microsoft Dynamics 365 Customer Service
- Comprehensive Support Solutions: Access a suite of tools and features designed to address diverse customer service needs efficiently.
- Seamless Integration: Integrate seamlessly with other Microsoft Dynamics 365 applications for enhanced collaboration and data management.
- AI-Powered Insights: Harness the power of artificial intelligence to gain valuable insights and optimize customer interactions.
- Scalability and Flexibility: Scale your customer service operations effortlessly to adapt to changing business requirements.
- Enhanced Customer Experience: Deliver exceptional customer experiences across multiple channels, fostering loyalty and satisfaction.
What your team gains with Dynamics 365 Customer Service
Go above and beyond customer expectations by providing outstanding service across every communication channel.
Copilot for Swift Resolution
Utilize Copilot in Dynamics 365 Customer Service to diagnose and resolve issues swiftly.
Real-Time Insights
Equip agents with real-time insights, including sentiment analysis and AI-recommended knowledge articles.
AI-Based First-Call Resolution
Increase first-call resolution rates with AI-based routing that assigns cases to the most suitable agent.
Collaboration in Teams
Foster collaboration among agents by facilitating live collaboration in Microsoft Teams.
AI Chatbots for Real-Time Support
Implement AI-powered chatbots for real-time resolution of customer queries.
Conversational IVR for Efficiency
Provide conversational IVR for efficient interactions with customers.
Automation for Productivity
Boost productivity by automating routine tasks and transactions.
Personalized Community Portals
Encourage engagement and knowledge sharing through personalized community portals.
Supervisor Insights and Analytics
Gain supervisor insights through an omnichannel insights dashboard and AI-driven analytics.
Coaching Opportunities & Quality Improvement
Identify coaching opportunities and improve support quality across various interactions and knowledge management.
Process Automation for Efficiency
Drive efficiency by automating manual processes and leveraging prebuilt flows.
Effective Staffing Planning
Plan staffing levels effectively based on forecasted case volumes and conversation rates.
Voice Channel Setup
Quickly set up voice channels for seamless customer support.
Digital Engagement Enhancement
Enhance digital engagement by offering service on preferred digital channels.
Real-Time Translation
Effectively communicate in multiple languages with real-time translation capabilities.
Sentiment-Based Routing
Route cases based on customer sentiment and needs to ensure tailored support.
Unified Customer Request Management
Seamlessly manage customer requests across all channels.
Swift and Secure Identity Verification
Verify customer identities swiftly and securely using biometric recognition.
Personalized Responses with AI Sentiment Analysis
Deliver personalized responses with AI-driven sentiment analysis.
Customer Journey Insights and Personalization
Gain insights into customer journeys to personalize offers and recommendations effectively.
Our Dynamics 365 Customer Service services
Consulting
Perigeon’s certified consultants analyse your support operations, define requirements and design the right Dynamics 365 Customer Service solution — overseeing delivery from planning through to go-live and user adoption.
Implementation
We implement Dynamics 365 Customer Service end-to-end — configuring case management, routing rules, SLA policies, omnichannel setup and agent workspace so your support team is productive from day one.
Support
Perigeon provides ongoing support and maintenance for your Dynamics 365 Customer Service environment — covering platform administration, performance monitoring, troubleshooting and Microsoft wave release management.
Essential integrations for your Dynamics 365 Customer Service success
We integrate D365 Customer Service with your Microsoft ecosystem, ERP, and third-party platforms using native connectors, Power Platform, and custom APIs, giving your support team a unified 360° customer view and instant access to the data they need to resolve cases faster.
Dynamics 365 apps
Perigeon connects D365 Customer Service with D365 Sales, Field Service, Customer Insights, and Business Central, unifying sales, service, and operational data in one Microsoft platform.
Microsoft 365 & Teams
We connect D365 Customer Service natively with Outlook, Teams, SharePoint and Copilot Studio, so agents collaborate, escalate and access case data without leaving their Microsoft workspace.
CRM & marketing tools
Perigeon integrates D365 Customer Service with your existing CRM, marketing and customer engagement platforms, syncing data across teams to eliminate silos and improve the full customer journey.
ERP & back-office systems
We integrate D365 Customer Service with your ERP, finance and supply chain systems, giving agents instant access to order status, invoices and inventory data directly inside the case workspace.
Dynamics 365 Customer Service for your industry
We implement D365 Customer Service across industries, configured for the support workflows, compliance needs, and customer expectations of your sector.
Manufacturing
After-sales support for dealers, distributors, and end customers, warranty tracking, product queries, and field escalations are managed in one place.
Retail & E-commerce
Fast resolution of returns, order issues, and customer complaints across email, chat, and social, all in a unified omnichannel queue.
Healthcare
Manage patient inquiries, appointment requests, and care coordination with compliance-aware case management and secure communication channels.
Financial Services
Handle claims, account queries, and compliance requests securely with full audit trails, SLA enforcement, and integrated CRM visibility.
Software & Hi-tech
Support SaaS users and enterprise software clients’ bug reports, feature requests, and renewal queries managed with AI-assisted case resolution.
Professional Services
Manage client requests, project queries and billing issues alongside D365 Project Operations — one platform for delivery and service teams.
Start your Dynamics 365 Customer Service project with Perigeon
Tell us about your project — our certified team will come back with a clear implementation plan.
Frequently asked questions
What is Dynamics 365 Customer Service and what does it do?
Dynamics 365 Customer Service is a cloud-based enterprise support platform that manages cases, automates routing, tracks SLAs, and gives agents an AI-powered workspace — all natively connected to Microsoft 365, Teams, and Power Platform. Perigeon implements and configures it around your support team’s exact workflows.
Does D365 Customer Service integrate with Dynamics 365 Sales?
Yes, D365 Customer Service integrates natively with D365 Sales, giving both teams a unified customer record. Perigeon implements this integration, so your sales and service teams share account history, case data, and communication logs in one platform, eliminating silos between departments.
What features does Dynamics 365 Customer Service offer to enhance agent productivity?
Dynamics 365 Customer Service offers features such as Copilot for diagnosing and resolving issues swiftly, real-time insights including sentiment analysis and AI-recommended knowledge articles, AI-based routing for increased first-call resolution rates, and live collaboration in Microsoft Teams to foster agent collaboration.
How does Dynamics 365 Customer Service enable self-service options for customers?
Dynamics 365 Customer Service empowers customers with self-service options through AI-powered chatbots for real-time query resolution, conversational IVR for efficient interactions, automation of routine tasks and transactions to boost productivity, and personalized community portals for knowledge sharing and engagement.
Can Dynamics 365 Customer Service help streamline service operations?
Yes, Dynamics 365 Customer Service streamlines service operations by providing supervisor insights through omnichannel dashboards and AI-driven analytics, identifying coaching opportunities to improve support quality, automating manual processes with prebuilt flows, and planning staffing levels effectively based on forecasted case volumes.
In what ways does Dynamics 365 Customer Service support multichannel engagement with customers?
Dynamics 365 Customer Service supports multichannel engagement by enabling quick setup of voice channels for seamless customer support, offering service on preferred digital channels to enhance digital engagement, effectively communicating in multiple languages with real-time translation capabilities, and routing cases based on customer sentiment and needs for tailored support.
How does Dynamics 365 Customer Service facilitate personalized customer interactions?
Dynamics 365 Customer Service facilitates personalized interactions by seamlessly managing customer requests across all channels, swiftly verifying customer identities using biometric recognition, delivering personalized responses with AI-driven sentiment analysis, and gaining insights into customer journeys to personalize offers and recommendations effectively.
What analytics and insights does Dynamics 365 Customer Service provide for optimizing support operations?
Dynamics 365 Customer Service provides supervisor insights through omnichannel dashboards and AI-driven analytics, enabling identification of coaching opportunities and support quality improvement across various interactions and knowledge management.
Is Dynamics 365 Customer Service scalable to accommodate the needs of growing businesses?
Yes, Dynamics 365 Customer Service is scalable and can accommodate the needs of growing businesses by providing features such as entity setup cloning for rapid onboarding, advanced subscription billing for managing complex scenarios, and workforce productivity enhancement through automation and role-based workspaces.
Free Consultation
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Ujval Shah
CEO, Perigeon Software Pvt. Ltd.
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