Dynamics 365 Customer Service: 6 wk Implementation

World-class customer service with Dynamics 365 Customer Service

Customer service is a central part of many companies and the digital transformation they are undergoing. This has made contact with the customer service department one of the few opportunities a vendor has to directly interact with the customer - an interaction that can turn a bad customer experience into a customer ambassador for many years to come.

World-class customer service requires not only structured processes and workflows but also a world-class customer service system. A customer service system that enables the customer service representative to see everything the customer has been through, whether it's the quote they received yesterday, the newsletter they received last week, their frequent visits to the e-commerce platform, or their call to customer service on another matter. Dynamics 365 Customer Service offers all of this.

At CRMK, we have extensive experience and can help your organization implement and customize Dynamics 365 Customer Service to fit your specific needs and take your Customer Service to the next level. We know what it takes to develop and strengthen sustainable customer relationships.

For a successful implementation, we see three overall steps:

Initial training in the standard solution

• To know what is included, what is time consuming to develop and what is not, all to have the most effective development in the coming implementation.

Five workshops to define the current state, desired state, and strategic goals.

• To capture requirements

Step-by-step implementation

• Focus on a working Customer Service process for customers (Minimum Viable Product).
• Testing and verifying the solution.

Depending on how much you want to customize your "standard" no-code solutions, it may take more or less time to develop the solution. The more logic and automation that is required, the more initial work is required. The more complex your organization is when it comes to stakeholder management, the more project management is required. We usually estimate around 15-20% of development time for project management.

We work iteratively and agilely, using the Azure DevOps tool to gather all requirements, solutions, and test results for full transparency. Access requests can take time and cost, so please prepare in advance so that we can quickly get started with the work. We usually have no knowledge of your data, so we cannot estimate the time required for data migration.

No integrations are currently estimated, neither is migration.