Every customer question, answered faster.
Dynamics 365 Customer Service set up around how your service team really works: cases, queues, SLAs and knowledge, with the automation that takes the routine work off their hands.
Subject
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Product
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Timeline
Sound familiar?
Requests arrive by email, phone and web form, and nobody sees the full picture of a customer.
Agents copy data between systems and chase colleagues for answers that should be one click away.
Managers can't tell which cases are about to breach their SLA until it's too late.
Every request in one place. Your back office stays as it is.
Customers keep writing, calling and filling in forms the way they do today, and every request becomes a case in Dynamics 365. I connect it to the systems that hold your orders, contracts and documents, so agents see the answer without switching screens.
Where requests come from
Email
Shared mailboxes become cases
Web form or portal
Power Pages
Phone and chat
Dynamics 365 Contact Center
What I implement
Plugins and flows for the routine work
Dynamics 365 Customer Service
Your back office
ERP
Orders and invoices
Contract or policy system
Coverage and conditions
SharePoint
Documents per case
Your own system
via API
Azure foundation · Microsoft Entra ID · data in your own tenant · monitoring
What I deliver
Case management that fits
Case types, queues, routing and SLAs designed around your processes, not the demo data.
Automation where it pays off
C# plugins, Power Automate flows and JavaScript for the steps your agents repeat every day.
Knowledge at hand
Knowledge articles and Copilot suggestions surfaced in the case, where the agent needs them.
Connected to your back office
Integrations with the systems that hold orders, contracts and customer data, so agents stop switching screens.
Where I've done this
At AG Insurance I worked on Dynamics 365 Customer Service for several years: functional analysis, technical design, plugins and Azure integrations, data migration, CI/CD, and training the people who use it every day.
More about meHow I work
01
Discover
Understand your processes, data and goals before a single line of code is written.
02
Design
Architect a solution that fits the platform: configuration first, code where it counts.
03
Build
Deliver in short iterations with automated tests and source-controlled solutions.
04
Deliver
Ship through CI/CD pipelines, document, and hand over a solution your team can own.
Go deeper
The technical guides behind this solution.