Win them over with digital customer service

Michael Hering01/29/2020

When it comes to strengthening customer ties and standing out from the competition, one of the most important tools is efficient customer service. However, once a company reaches a certain size, it’s easy to get lost in all the service appointments, and resource planning becomes a gargantuan task. That’s where Microsoft Dynamics 365 for Customer Service and Microsoft Dynamics 365 for Field Service come in. Let’s take a look at how these products can help.

Always one step ahead

When you’re working with systems and machinery, malfunctions and anomalies are a fact of life. And since they require immediate repair, service calls often have to be scheduled and rescheduled on the fly. This not only throws existing service schedules into disarray, it can also get pretty expensive. And those are worst-case scenarios both for you and your customers.
The Dynamics 365 solutions let you streamline and professionalize your field service. The goal is to keep unexpected field calls to a minimum and identify errors before they even occur. All this can be done using predictive maintenance technologies and IoT. Sensors integrated into systems can detect and signal deviations from standards. This way, you can schedule service calls ahead of time, instead of only reacting after the system experiences a fault. You’ll also be able to procure the materials you need earlier. This allows service-focused companies to schedule pending field calls, process support service faster and boost customer satisfaction.

Efficiency is the clincher

With Microsoft Dynamics 365 for Customer Service/Field Service, you can boost your productivity and your profits long-term. With automated field call, travel and meeting scheduling, you can handle service calls more efficiently. What’s more, your service technicians will have all the customer and order information they need available to them from their mobile devices – even offline. Intelligent scheduling lets you deploy your specialists according to skills, priority, location and estimated service call length. Even service reports can be written up and synchronized right from the customer’s location.

Everything at a glance

Imagine seeing your customers in 360° –  imagine the advantages of a precise overview. All the data, activities and orders associated with your customer contact information, available at a glance. It even works across different departments. The Sales team also benefits, for example, by having an overview of all prior communication before giving a sales pitch.

Support in the digital age

Speed, efficiency, reliability –  these are the keywords for efficient customer service. However, once a company reaches a certain size and number of customers, it’s not enough to just wish for it. It takes structured planning and management.

Good support has always been one of the biggest factors when it comes to acquiring and retaining customers. Take advantage of this unique selling feature, and stand out from the competition. Exceed your customers’ expectations!

Let us guide you on your digital journey – we’re here to help you with all your questions and concerns. We look forward to working with you!

We also advise companies on how to implement variant configuration and would be glad to sit down and go over your options with you.


Check out our webinar page, where you’ll find some interesting 30-minute webinars.

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We look forward to hearing from you!

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Michael Hering
Industry Manager Discrete | COSMO CONSULT