31/10/2025 Dynamics 365 Customer Service integration, deploying an omnichannel call center with a centralized knowledge base. SLA processes are set up to automatically classify and assign requests.
Summary: Multi-channel Contact Center, Knowledgeable Support & Standard SLAs.
Challenge:
Customer service centers handle hundreds of requests per day through multiple channels (email, social media, hotline), leading to duplication and slow response.
Solution:
Dynamics 365 Customer Service integration, multi-channel call center deployment with centralized knowledge base. SLA process set up to automatically classify and assign requests.
Results:
35% reduction in response time, 25% increase in customer satisfaction index (CSAT), customer service team operates more effectively with the same staff.
