Get Dynamics 365 Customer Service support from an experienced partner
Dynamics 365 Customer Service is an end-to-end customer service automation tool to help you earn customers for life. Our experienced team of consultants and software engineers provides seamless, continuous, and robust support to ensure your customer service operations maintain peak performance and you continue to deliver exceptional customer service. Rand Group provides support beyond just break/fix to help you grow your system, improve customer service operations, and increase user knowledge.
Dynamics 365 Customer Service support tailored to your business
Dynamics 365 Customer Service combines the capabilities of AI and IoT technology to help your team deliver personalized customer experiences, build loyalty, and earn customers for life. A Rand Group support plan provides access to a dedicated team of experts committed to helping unlock the full potential of your Dynamics 365 Customer Service implementation. Whether you need assistance with Dynamics 365 Customer Service’s omnichannel engagements, Connected Customer Service, integration with an ERP system, or customizations that are tailored to your customer service operations, Rand Group is here to support your needs.
We have extended standard working hours of 7 am to 7 pm CST, and 24/7 support is available. Our Dynamics 365 Customer Service support plans are fully tailored to meet your needs, whether you only want a few hours of support for emergencies or if you want a fully customized plan to manage your solution.
- Licensing and deployment type guidance
- Operational support, troubleshooting, and user training
- Software development and system customizations tailored to your specific customer service operations needs
- Implementation of new Dynamics 365 Customer Service modules and add-ins such as Unified Routing
- Support and training for twice-annual Dynamics 365 Customer Service updates
- Integration support with other Dynamics 365 applications, ERP systems, and more
- Technical consultancy, strategic guidance, and product road mapping
Guaranteed Response Time
Flexible Support Contracts
Real-time Support Portal
Dedicated Team of Experts
Industry & Business Acumen
Empower your team with extensive training
Dynamics 365 Customer Service enables organizations to monitor and optimize their customer service department’s performance. However, the solution is rendered ineffective if your business users do now know how to properly use the solution to unlock its full potential. Rand Group will help you maximize ROI by providing comprehensive training to your business users, helping them to resolve customer issues faster, deliver personalized customer experiences, and use AI to detect trends and opportunities for automation.
Additionally, Microsoft releases new features and updates to Dynamics 365 Customer Service twice per year. Our team will recommend which features your organization should utilize, train users on these new features to maximize ROI, and perform system checks to ensure all new features are performing as planned.
Integration with other Dynamics 365 applications
Microsoft Dynamics Customer Service integrates with various business apps, both Microsoft and others, to streamline your customer service data and operations. Rand Group’s team of software engineers can configure your Dynamics 365 Customer Service implementation to work seamlessly with a variety of other applications to connect business processes and ensure a smooth, efficient workflow.
Dynamics 365 Customer Service support includes assistance integrating with:
- ERP systems, such as Dynamics 365 Business Central
- Dynamics 365 Customer Voice to create surveys to generate actionable insights based on customer feedback
- Microsoft Teams to accelerate productivity and enhance engagements
- Third-party apps to connect disparate systems, reduce manual entry, and increase visibility of data
I like the fact that I get to work with the same people and you get to know the person you’re talking to.
Implement the Unified Routing add-in
The Unified Routing add-in designed for Dynamics 365 Customer Service helps route service requests and creates a unified view of workforce utilization across multiple channels. This intelligent, scalable, and enterprise-grade routing and assignment module helps connect end-customers with the best-suited agent upon first contact. Unified Routing uses skill-based routing to decrease resolution time, machine-learning models to predict skills, and prioritizes items by comparing work item attributes against work item requirements.
Rand Group is your partner to implement the Unified Routing add-in, train your users, and design process flows to help your organization gain maximum efficiency when routing service requests. The add-in is available for an additional fee per tenant per month. Learn more about pricing in this guide.
White Paper
How to choose the right Microsoft Dynamics 365 Customer Service Partner
The right Microsoft Dynamics 365 Customer Service Support Partner can help optimize your systems, while the incorrect partner can put your business at risk. Read the top 7 Criteria for Choosing a Microsoft Support Partner plus get a list of questions to use when evaluating partners.
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