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Microsoft Dynamics CRM for Customer Service

Deliver care everywhere with Microsoft Dynamics CRM. Empower your agents to create lasting relationships with customers with Microsoft Dynamics CRM’s visual user interface, customizable dashboards, and unified view of the customer.

Improve Account Handling

Boost agent productivity with the intuitive user interface. Improve first-call resolution with access to customer histories. Rich deduplication rules keep records accurate.

Simplify adding, changing, and managing contact information. Model one-to-many, many-to-one, and complex record relationships. Gain actionable insights.


Make Customer Service Effortless

Create, manage, and resolve cases by phone, email, chat, web, or in-person contact. Use rules-based routing and escalation to speed first call resolution.

Plan and complete case activities manually or automatically and record them for future reference. Deliver appropriate service fast with an at-a-glance view of each customer´s history and service contracts.

Enhanced Collaboration

Allow your customers to take advantage of self-service options that deliver consistent, up-to-date answers.

Peer-to-peer support and direct interaction with subject matter experts create a true community experience for your customers.



Streamline Service Scheduling

Define services with related resources and work schedules to increase precision. Save time with easy, visual scheduling.

Gain a centralized view of service workers’ calendars and resources to optimize scheduling. Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.


Monitor Channels for New Cases Automatically

Set up the system to create cases automatically from posts on social media and email. Route cases to the right queue so agents can respond quickly.

Use queues to organize, prioritize, and monitor the progress of your work. Public and Private Queues allow for specific users to view and manage customer service work.


Set Customer Service Expectations

Offer differentiated levels of support with Service Level Agreements. Track and analyze First Response and Case Resolution.

Track the time for which a case was on-hold or waiting on the customer. Use entitlements to specify the support term based on number of hours or number of cases.


Enhance Service with Insight

Closely monitor customer service and support processes with dashboards and goals. Identify and address issues and refine key performance indicators.

Deep analytics and advanced visualizations empower organizations with actionable insights to continuously improve service metrics, earn loyalty, and increase brand advocacy.



  • Omni-channel capabilities offer a unified view of the customer, including critical data from social interactions
  • Make customer service effortless with branded self-service options that leverage an organized, searchable knowledge base
  • Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device
  • Unite people, processes, and technology to deliver on-time, on-budget engagements
  • Identify trends, anticipate opportunities, and gain powerful insights into customer behavior.