Dynamics 365 Customer Service
D365 Customer Service: Improve customer service, reduce response times, and gain control over your service
Request a free DEMO and discover how to optimize your customer service.
THE CHALLENGE
Increasingly Complex Customer Service
As businesses grow, customer service management becomes more complex and difficult to control.
This scenario typically arises when:
- The volume of incidents increases significantly
- Claims are managed from multiple channels without integration
- Teams use unprepared tools (Excel, email, isolated systems)
- There is no clear traceability of customer interactions
- Management needs visibility into service quality
On a day-to-day basis, this translates into:
- Loss of information between channels
- Inconsistent response times
- Low agent productivity
- Difficulty in meeting Service Level Agreements (SLAs)
- Inconsistent customer experience
Root of the problem
The problem is not the volume of customers, but the lack of a structured tool that centralizes management. Frequently:
- Service processes are not standardized
- There is no real omnichannel platform
- Customer information is fragmented
- Automation is limited or non-existent
The use of non-specialized tools prevents scaling the service without increasing operational costs.
SOLUTIONS
How we professionalize your customer service
Revertis implements Dynamics 365 Customer Service, Microsoft’s solution designed to comprehensively manage customer service in demanding environments.
It’s not just about logging incidents, but about professionalizing the service.
Case Management
Implementation of a centralized case management system.
Omnichannel Channels
Configuration of omnichannel channels (email, chat, phone, social media).
Automation with AI
Automation of processes using artificial intelligence (Copilot).
Self-service
Implementation of knowledge base and self-service portals.
SLA Control
Definition and control of Service Level Agreements.
Dashboards
Dashboards and analytics for monitoring.
OBJECTIVE
The goal is to transform customer service into a controlled, measurable, and scalable process.
Transformation
From a reactive service to a controlled and scalable model
Before
Incident management in multiple tools
Lack of customer traceability
Manual and inefficient processes
Difficulty in meeting SLAs
Limited visibility into service performance
After
Centralized management of all cases
Complete customer view in a single environment
Automation of tasks and responses
Real-time SLA control
Dashboards with key metrics
WHAT'S INCLUDED
The service covers all key Customer Service capabilities
Case Management
- Advanced case management
- Automatic routing by priority and SLA
- Complete traceability of interactions
Omnichannel
- Chat, email, phone
- Social media and SMS
- Unified experience across all channels
AI and automation
- Chatbots and virtual assistants
- Suggestions, summaries, and classification with Copilot
- Automation of repetitive tasks
Self-service
- Integrated knowledge base
- Self-service portals
- Reduction of incoming incidents
Monitoring and analytics
- Real-time monitoring of agents and queues
- Advanced analytics
- Integration with Power BI
Is your customer service ready to scale without compromising quality?
Request a free DEMO and get a diagnosis of your current model.
METHODOLOGY
How we approach Customer Service implementation
01
Analysis of current service
Evaluation of channels, processes, and tools
02
Design of the service model
Definition of flows, SLAs, and case structure
03
Solution implementation
Configuration of Dynamics 365 Customer Service
04
Automation and integration
Implementation of AI, omnichannel, and external systems
05
Training and optimization
Team training and continuous improvement
RESULTS
Tangible results in your customer service
Organizations that implement Dynamics 365 Customer Service typically achieve:
- Reduced response times
- Improved agent productivity
- Increased customer satisfaction
- Greater control over SLA compliance
- Reduced incident volume through self-service
Direct impact on:
- Operational costs
- Service quality
- Customer loyalty
SUPPORT
Continuous support to evolve your service
Continuous support
Continuous system support
Process evolution
Evolution of service processes
Flow optimization
Optimization of flows and automations
New channels
Adaptation to new channels and needs
ABOUT REVERTIS
An expert partner in customer service solutions
+20 years
of Microsoft Partner experience
Business process orientation
Focus on real service processes
Omnichannel and automation
Experience in omnichannel scenarios
Technology and operations
Ability to integrate technology and processes
Support beyond Go-Live
Business-oriented continuity
