Microsoft Dynamics for Customer Service: A Benefit Analysis

For B2B, B2C, and D2C organizations alike, customers both expect and demand the same kind of seamless ordering, fulfillment, and customer service they experience with reputable and beloved market leaders like Amazon. While this imperative has always been crucial to business success, the stakes today are even higher.

In light of today’s tumultuous economic climate, according to 2023 data from Gartner, over 50% of customer service leaders plan to devote bigger budgets and more resources to:


  • Improving, automating, or eliminating inefficient processes 
  • Migrating service volume to digital and self-service channels
  • Contributing to the top line by creating customer value faster

Making these kinds of large-scale customer experience and service improvements means leaning on the right technology investments and establishing a single source of truth across the organization—which, for many, often leads to strategic enterprise resource planning (ERP) investments. 

But unfortunately, per IBM, many ERP solutions today are unfit to support these goals: ill-equipped for scalability, adaptability, visibility, or complexity—all of which are crucial to true service excellence.

Enter Microsoft Dynamics for customer service.

What Is Microsoft Dynamics 365 Customer Service?

With Microsoft Dynamics 365 Customer Service, organizations are armed with a suite of capabilities—and product assistance from a dedicated community of experts—to ensure you can deliver the best service experience possible to every customer. 

Want to earn customers for life? It starts with personalizing each of those customers’ experiences and optimizing your agents’ productivity so everything happens quickly, seamlessly, and without hiccups.

According to Microsoft, what makes Dynamics 365 Customer Service such a powerful and unique business tool is: 

“The agent experience is the heart of it all. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tooling.”

To achieve this level of service excellence, you need the right tools. Fortunately, you can use Microsoft Dynamics for customer service to:

  • Track customer issues and record all relevant customer interactions 
  • Share information and enable knowledge management, thanks to a dedicated knowledge base
  • Efficiently route work items with unified routing capabilities
  • Manage conversations and customer requests across channels
  • Use AI-driven embedded insights to improve customer satisfaction and better resolve customer issues
  • Manage performance and productivity using reports and dashboards
  • Create and schedule services on behalf of your customer base

Here’s what else Dynamics 365 Customer Service makes possible.

What Can Microsoft Dynamics 365 Customer Service Do for Your Business, Your Agents, and Your Customers?

To this day, the cloud remains one of the largest enablers of enterprise technology: empowering companies to rejuvenate their approaches, innovate past competitors, and pioneer new ways of working. That’s why a cloud-based ERP system, like Microsoft Dynamics for customer service, is key to a positive customer experience.

The difference between just meeting and exceeding customer expectations can be as simple as enabling quick-click ordering, self-service, and providing more transparency in delivery. But you need tools that enable these key capabilities. 

Businesses evaluating ERP solutions should consider whether their system of choice can, for example, create customer self-service portals to place orders, manage order frequency, or track shipments seamlessly (including from mobile devices). With Dynamics 365 Customer Service, you get the tool that can power all your service needs.

Today’s customer service leaders have clear priorities and need an ERP aligned to support them. The good news? The top customer service goals for 2023 fall directly in line with Dynamics 365 Customer Service’s most beneficial features. It’s near-perfectly suited for purpose, and built with today’s most common service issues in mind.

Today’s most innovative customer service leaders want to be able to:

  • Collect actionable customer data across every channel, ideally by incorporating more methods such as speech, text, and digital experience analytics
  • Build digital self-service teams to oversee the digital channel strategy, manage products, and measure success metrics
  • Enable customer service agents with technology to help them better guide customers through resolution

It’s time to make agents’ work effortless. Optimize service operations. Meet customers where they are, and show them you know them. Do more in fewer business days. 

Built to automate and simplify customer support, Dynamics 365 Customer Service checks all these boxes and more.

Put a Spotlight on the Quality of Your Services and Products on Every Channel—with Cavallo

Microsoft Dynamics for customer service can be a very lucrative asset to your business, but if what you want is to truly maximize the value of your investment (with dramatically improved gross margins, time-saving order entry, and complete visibility over your sales cycle), then you need Cavallo as your strategic partner.

Plus, if you’re running Microsoft Dynamics 365 Business Central in addition to Dynamics 365 Customer Service, Cavallo for BC is your all-in-one efficiency tool, and the key to making your customers’ experiences stellar. 

Today, per insights from McKinsey, only 20% of companies successfully capture more than half the benefits they expect to see from their ERP systems. With Cavallo, you’ll never again have to worry about wasted ERP investments, or inefficient processes stifling your growth. Get in touch with our team to learn more.