Dynamics 365 Customer Service implementation services

As an official Microsoft Partner with solid experience working with Dynamics 365 products, Itransition provides end-to-end Dynamics 365 Customer Service implementation to help businesses automate case management, reduce response times, and deliver personalized omnichannel customer experiences.

Dynamics 365 Customer Service implementation services

About Itransition

Official Microsoft Solutions Partner

Certified Microsoft Dynamics specialists on board

10+ years delivering CRM services and solutions

ISO 9001 and ISO 27001-compliant quality and security management systems

Recognition by Forrester, Everest Group, Zinnov Zones, and ISG

4.9 average review rating on Clutch

Leverage Dynamics 365 Customer Service capabilities

We help our customers implement CRM solutions on top of Dynamics 365 Customer Service, using its capabilities to improve service teams’ productivity, streamline operations, and enhance customer experiences.

Streamline case management

Empower your support team with an all-in-one, AI-enhanced workspace. Leverage Microsoft Copilot and AI agent capabilities to automate routine tasks, suggest real-time responses to customer inquiries, and summarize complex cases, helping service agents better understand customer issues, respond more efficiently, and improve overall productivity.

  • Automate customer service case creation from CRM interactions
  • Track customer issues and interactions related to a specific case
  • Leverage intelligent AI-powered unified routing functionality to direct cases to the most suitable customer service agent
  • Ensure consistent and measurable customer service delivery with configurable service level agreements (SLAs) and entitlements that define and enforce customer support commitments
  • Manage cases, queues, SLAs, and knowledge articles, enabling agents to prioritize work, collaborate efficiently, and resolve customer issues faster

Improve customer interactions

Foster personalized customer interactions and provide your customers with omnichannel access to support services, improving customer service experience and loyalty.

  • Leverage Omnichannel for Customer Service to interact with customers through preferred channels, including email, text, voice channels, SMS, and social media
  • Communicate with customers in their preferred language using real-time translation capabilities
  • Understand customer mood and respond accordingly with AI-driven text and voice sentiment analysis

Enable customer self-service

Empower your customers with self-service capabilities to help them quickly resolve trivial matters on their own, reducing the volume of support inquiries.

  • Implement AI-powered chatbots to handle inquiries in real time
  • Facilitate issue resolution with human-like AI-powered interactive voice response (IVR)
  • Provide customers with comprehensive, content-rich knowledge bases
  • Set up community portals for customers to exchange tips and get answers from company experts

Leverage analytics

Drive smarter decisions with real-time customer analytics. Configure dashboards to track KPIs like CSAT and agent performance, use AI to predict upcoming case trends, and identify bottlenecks before they impact your service quality.

  • Track and analyze customer service KPIs, such as customer satisfaction, case resolution rates, customer feedback or agent performance with personalized dashboards to predict case trends and improve issue resolution
  • Use artificial intelligence capabilities to have a 360-degree view of customers, gain insights into customer journeys, and get suggestions for customer service improvement

Efficiently manage your workforce

Get a comprehensive view of your customer service team’s performance, efficiently distribute workload, and identify ways for workforce optimization.

  • Plan staff workload based on the defined seasonal trends and history-based predicted number of cases
  • Automatically track agent productivity with metrics like average handle time, response time, and customer feedback ratings

Enhance agent productivity

Improve your agents’ efficiency and enable faster case resolution by automating both routine tasks and complex workflows for better customer service.

  • Manage multiple issues simultaneously through multi-session capabilities within the Customer Service Hub
  • Support your agents with a knowledge base featuring detailed agent guides and scripts for better customer interaction
  • Facilitate issue diagnosis and troubleshooting, as well as help your agents respond to customers faster with Microsoft Copilot and the AI-powered productivity pane, surfacing relevant knowledge, case summaries, and next-best actions
  • Unify customer data and leverage AI-powered data search with the seamless integration of multiple CRM platforms
  • Enable seamless collaboration between customer service agents and supervisors within Microsoft Teams to resolve cases faster

Our Dynamics 365 services

Consulting

Our experts help you navigate the complexities of business needs analysis and Dynamics 365 Customer Service licensing. We can also oversee your Dynamics 365 Customer Service project, assisting with software implementation and user adoption.

Implementation

We offer end-to-end Dynamics 365 Customer Service implementation services from requirements gathering to solution customization, integration, and user training to help you smoothly adopt the platform for better support team productivity and enhanced customer service operations.

Support

Itransition provides ongoing support and maintenance services for your Dynamics 365 Customer Service solution, helping you streamline user adoption after software implementation. Our experts ensure proper solution operation through timely updates, platform configuration management, troubleshooting, and continuous performance monitoring and tuning.

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Essential integrations for your Dynamics 365 Customer Service success

We connect Dynamics 365 Customer Service with other Dynamics 365 applications and third-party ERP, marketing, and sales software using custom APIs and native connectors to ensure a 360-degree customer view and eliminate data silos across your organization.

Dynamics 365 Customer Service
Dynamics 365 apps

Get a comprehensive view of all customer interactions by seamlessly integrating your Customer Service solution with other Dynamics 365 applications, including Dynamics 365 Customer Insights, Sales, Field Service, and Commerce.

Sales & marketing tools

Sync data between service, sales, and marketing departments to eliminate data silos and improve overall customer experience.

ERP systems

Speed up case resolution by providing your customer service representatives with instant access to ERP financial and operational data.

Selected success story

30%

faster sales cycle

19%

more deals closed

35%

increase in customer support team efficiency
Centralized customer engagement platform for a specialized medical equipment manufacturer & distributor

We implemented a unified customer engagement solution based on Microsoft Dynamics 365 Customer Service, Sales, and Field Service to streamline the entire customer lifecycle, from lead management and sales operations to post-sales support and field service. As a result, the client improved customer support team efficiency, accelerated time-to-revenue, enhanced sales pipeline velocity, and reduced operational costs.

Our Dynamics 365 Customer Service implementation lifecycle

Itransition covers every stage of a Dynamics 365 Customer Service implementation lifecycle, including business analysis, solution planning, platform configuration, customization, integration, testing, rollout, and user adoption. When implementing Dynamics 365 platforms, we follow a structured approach that helps us minimize project risks, accelerate digital transformation, and maximize the value of your CRM investment.

1

Analysis & planning

We analyze your business processes and current customer service workflows to define Dynamics 365 Customer Service requirements as well as customization and integration needs. We also estimate project timelines and budget and develop a detailed solution implementation roadmap.

2

Configuration & customization

Our team configures and customizes the Dynamics 365 Customer Service app to your needs and integrates it with other Microsoft solutions (Power Platform, Microsoft Azure services, Microsoft 365), as well as third-party CRM/ERP tools and business applications. We also perform functional, performance, usability, and security testing to ensure the solution’s proper operation.

3

Rollout

We conduct final user acceptance testing and launch the solution, efficiently managing potential risks. We also provide comprehensive user training materials and educate your customer service agents and managers on the system's usage to ensure its swift adoption.

Microsoft Dynamics 365 Customer Service pricing

Microsoft Dynamics 365 Customer Service supports per-user licensing and comes in three editions to choose from based on the needs of your organization.

Dynamics 365
Customer Service Professional
Dynamics 365
Customer Service Enterprise
Dynamics 365
Customer Service Premium
Features
  • Basic case management functionality for customer service agents
  • Customer self-service websites with knowledge bases
  • Possibility to embed Power BI content for customer service analytics
  • Functionality covered in the Professional plan
  • Integrated analytics, forecasting, and AI capabilities
  • Custom app creation with Power Apps (within the same environment as the Dynamics 365 application)
  • Workflow automation with Power Automate
  • Microsoft Teams integration
  • All functionality available in the Enterprise plan
  • Integrated Dynamics 365 Contact Center for streamlined customer engagement across digital messaging and voice channels
  • Self-service chatbots and IVR
Price

$50 per user/month

$105 per user/month

$195 per user/month
Get a precise estimate of your Dynamics 365 Customer Service project
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Dynamics 365 Customer Service for your industry

Dynamics 365 Customer Service supports operations across industries, including retail, healthcare, finance, telecom, manufacturing, and more, with a wide range of capabilities that can be tailored to specific workflows and customer needs.

Related Dynamics 365 modules we implement

Dynamics 365 CRM
Dynamics 365 CRM

Our team helps you conceptualize and implement a CRM solution based on Dynamics 365 applications, covering your unique business needs and helping you streamline customer-related operations.

Dynamics 365 Field Service

We assist with implementing Dynamics 365 Field Service and integrating it with your Customer Service module to streamline cooperation between your customer service and field service agents, improving the quality of the provided customer service.

Dynamics 365 Sales

We offer Dynamics 365 Sales application implementation services, managing the project end-to-end and ensuring maximum interoperability of your CRM solution.