AI Dynamics 365 Customer Service

1. Microsoft D365 CUSTOMER SERVICE

2. OVERVIEW OF D365 CUSTOMER SERVICE 01 DYNAMICE 365 CUSTOMER SERVICE 02 Table of Contents OUR ERP CAPABILITIES 03 OUR DIFFERENTIATORS 04 SUCCESS STORIES 05

3. Complex Implementations Managed Services Data Architecture Design Integration AI Powered Deliveries Cloud Data Management Services Vision To revolutionize businesses with innovative solutions that drive efficiency and growth. Mission To provide tailored business systems that streamline operations and empower businesses to succeed. We are a trusted provider of ERP and CRM solutions, specializing in Dynamics 365, Azure Data & BI Services, Microsoft Power Platform, AI & ML, CRM and Mobile App Development Services. Global Presence GDA Hubs in Bangalore Ireland Dubai Delhi Tecno-Functional Team MS Implementation Partner SUCCESSFUL PROJECTS Technology Stack TECHNOLOGY FOCUS Domain Key Service Offerings Key Milestones • Dynamics 365 (Finance & Supply Chain Mgmt, CE & Business Central) • MS Power Platform • Azure Data & BI • AI&ML Services • iOS, Android apps 30 + Enterprise Clients 100 + Seasoned Professionals 60 + Successful Global Projects 100% Customer Retention • 60+ projects successfully delivered across 6+ continents • 35+ New Implementation • 20+integrations • 6+ upgrades • 3+ data migration (ELT Value Proposition 12+ Partners 35+ Data Source Integrated 40+ Certified Resources 90% Adoption Rate Customer Education & Enablement ~ 60% faster adoption Business Domain Expertise ~30% unnecessary customization costs. Microsoft Azure Power Platform Microsoft Dynamics 365 10+ Accelerators 6+Upgrades 3+ Data Migration (ELT) 10+ Industries 100% Customer Satisfaction Comprehensive E2E Services Saves ~ 20% project time while delivering future proof solutions. Tailored Solutions Full Lifecycle Support | Higher Efficiency, D365 Supply chain Management D365 Business Central Data Factory D365 CRM D365 Finance DevOps Power Automate Logic Apps PowerApps AI Builder Power BI Cost-Effectiveness Saves ~ 30% on recurring cost Measurable ROI Strategic Innovation for Real ROI CERTIFIED RESOURCE Business Model Time & Material Project Fixed Cost Project • 100+ experienced professionals • Team with 10+ years of average experience • 40+ Microsoft certified resources • Tecno-Functional Team Logistics & Warehouse mgmt. Healthcare & Life Sciences Data Migration AI Chatbot Support & Maintenance Enterprise Process Diagnostic Version / Code Upgrade RPA & Desktop flow Business Consulting- Assessment Resource Augmentation 1 Project Support & Maintenance User Training User trainin Discrete & Process Manufacturing Distribution & Supply Chain Retail & E-commerce Services BFSI

4. D365 Customer Service Capabilities Impact of D365 Customer Service across the Globe Features D365 Customer Service Dynamics 365 Customer service empowers organizations to deliver exceptional service experiences across channels with AI-driven insights, automation, and self-service tools. Boost your business with D365 Customer Service Case Management & SLA Tracking Omni channel Engagement Unified voice, chat, email & social. I Auto-routing, prioritization & SLA tracking. • 25% Deliver Personalized ExperiencesLeverage customer data, behavior, and history for relevant and timely interactions. Faster Case ResolutionAutomate common tasks, suggest resolutions, and escalate issues intelligently. Enhance Agent ProductivityUnified agent interface with tools like Teams, Copilot, and real-time collaboration Increase First-Call Resolution RatesEmpower agents with insights and knowledge to resolve issues on the first interaction. Scalable Support OperationsEasily adapt to seasonal peaks or expanding global operations Continuous ImprovementUse analytics to identify bottlenecks, improve processes, and inform training needs • Reduction in Average Handling Time (AHT) $3.5M Queue & Routing Automation Self-Service & AI Bots • 40% • Increase in Customer Satisfaction (CSAT Portals & AI bots reduce agent load. Based on skills, availability & priority. Ask ChatGPT • 22% • 35% • 55% • Decrease in • Case Backlogs Agent Scripts • 40% AI Agent Assist Step-by-step help for consistent replies. Ask ChatGPT Real-time tips, knowledge, and sentiment to boost agent response. • Lower Operational Support Costs • 35% Knowledge Management • Increase in Self-Service Adoption Central content for all support channels. Globalization & Compliance SLA Management Omni-channel Support Multi-Language Interface - Support customers in their native language across regions for personalized service. Localization Coverage - Aligns processes with country-specific laws, tax rules, and privacy regulations. Global Service Operations - Ensure 24/7 support with regional business hours, time zone handling, and SLA tracking. Regulatory Compliance - Built-in tools to meet GDPR, HIPAA, and other industry standards for secure interactions. Knowledge Base AI Agent Assist Agent Guidance Self-Service Options Virtual Agents Case Routing Smart Ticketing

5. D365 Customer Service Modules and Business Processes • Business Process • D365 Customer service Module Used • D365 Customer service Module Used • Business Process

6. D365 Customer Service Modules and Business Processes Omnichannel Engagement​ SLA & Entitlement Tracking Feedback & Surveys Agent Productivity & Tools Knowledge Management Case Management (C2R) Field Service Integration • SLA policy definition• Entitlement allocation• SLA timer & breach alerts• Compliance monitoring • Chat, voice, SMS, and email• Channel routing rules• Session insights• Real-time support • Unified interface• Smart assist & AI suggestions• Macros and templates• Timeline and activity history • Case-to-work order automation• Scheduling and dispatch• Resource tracking• On-site issue resolution • Case creation and tracking• Case prioritization• Case escalation• Resolution and closure • Post-case surveys• Sentiment analysis• Microsoft Customer Voice integration• Continuous service improvement • Knowledge article creation• Approval workflows• Article search and usage• Feedback and updates Useful Integrations:​ Useful Integrations with D365 Customer service Microsoft Power Platform Power BI (analytics), Power Automate (workflows), Power Apps (custom apps) Barcode/Mobile Scanning Real-time warehouse data capture Microsoft Azure IoT (real-time tracking), ML (forecasting), Synapse (data analytics) Vendor/Customer Portals Self-service PO & order tracking Dynamics 365 Finance Unified procurement, invoicing, and costing Teams & Outlook Approvals, alerts, and collaboration AI Tools Copilot for planning & insights Third-Party Logistics (3PL) & EDI Automated logistics & vendor communication

7. D365 Customer Service Modules and Business Processes Customer Service Process D365 Customer Service Modules Used Sales orders, quotations, return orders Purchase orders, vendor management Stock control, batch/serial, on-hand inventory Inbound/outbound logistics, location management Production orders, BOM, routing MRP/MPS, forecast, safety stock planning Shipping, delivery routing, load planning Product master, variants, attributes Inspection, non-conformance, quality orders Equipment lifecycle, maintenance For indirect procurement and service tracking

8. D365 Customer Service Integrations • Omnichannel & Communication Platforms • Quality, Compliance & Service Standards • • Customer Experience Tracking – NPS, CSAT scoring, agent performance review.• Service Level Agreement (SLA) Monitoring – Auto alerts on breaches, escalations.• Compliance Add-ons – Industry-specific service documentation and escalation audit trails. • • Omnichannel for Customer Service Add-on – Native support for chat, voice, SMS, social media, and custom channels.• Channel Integration Framework (CIF) – Integrate third-party telephony, messaging, and engagement tools.• Microsoft Teams Integration – Collaborate internally during case handling. • Integration & Data Sync • AI & Machine Learning Extensions • AI & Machine Learning Extensions • AI & Copilot Extensions • Integration & Data Sync • • Copilot for Customer Service – Real-time agent suggestions, case summaries, and contextual AI insights.• AI-Powered Routing – Predictive case assignment using ML algorithms.• Sentiment Analysis – Real-time emotional insights from conversations for prioritization. • • Microsoft Dataverse – Seamless data sync across Dynamics 365 apps.• Azure Data Lake – For storing long-term customer interaction history.• Customer Insights Integration – View unified customer profiles across departments. • External System Integration • IoT & Real-Time Monitoring • IoT & Real-Time Case Monitoring • External System Integration • • IoT Alerts to Case Conversion – Convert sensor/device alerts into cases using D365 Field Service + IoT Hub.• Remote Monitoring – Trigger proactive service actions based on real-time data.• Predictive Maintenance (via Field Service) – Link issues to asset health data. • • Third-Party CRM Tools – Migration and sync via APIs (e.g., Salesforce, Zendesk).• ERP & Field Service Integration – Link billing, asset data, and on-site support.• Microsoft Outlook & Office – Email/case sync, calendar management. • Industry-Specific Add-ons • Reporting & Analytics • Industry-Specific Add-ons • Reporting & Analytics • • Healthcare Case Management – Secure patient support with HIPAA-compliant tools.• Retail Support Add-ons – Omnichannel return management, order-related service.• Banking & Insurance – Complaint handling, policy and claim case management. • • Power BI Dashboards – Case volume trends, agent performance, SLA breaches.• Embedded Analytics – Insights directly in the Customer Service Hub.• Customer Satisfaction Metrics – Feedback reports from Microsoft Customer Voice.

9. 30+ Enterprise Clients 12 Partnerships Our ERP Capabilities Key Differentiators Bank Integration Implementations Enterprise Process Diagnostic/ Review Impact Reduction in manual bank reconciliation efforts up to 70%. 20+ Certified Resources Integration with 10+ Global banks, supporting multi-currency and multi-country operations. 10+ Accelerators Business Process Analysis | System Design and Customization | Testing | Change Management | Deployment Understand pain points | Identify improvement opportunities Carrier hub Integration Upto 30% improvement in operational efficiency. Product Portfolio Reducing discovery timeline upto 20%. Impact Reduced shipping errors up to 40% Save up to 10-15% on freight costs. Seamless integrations with 10+ leading carriers, and global shipping platforms like nShift, FarEye. Migrations & Upgrades System Integration Data Analysis & Mapping | Data transformation | Backup & Contingency Planning | Data migration | Version upgrade System Evaluation | System design and development | Middleware Configuration | Integration Testing Automationof warehouse management process Impact Reduced order processing time up to 25% & Reduced overstock/stockouts up to 30% Warehouse automation using mobile device, bar code, scanning feature, Sensor & AI Integrations reduce chances of data errors upto 90% 50% faster system operations. . Support & Maintenance Managed Services 24/7 support | Performance Optimization | Regular System Health Checks Cloud hosting | Server management | Proactive monitoring | Security mgmt. | System audits | Disaster recovery and Business continuity ElectronicReporting 12+ country-specific formats for regulatory filings, including tax, VAT, and invoicing requirements. Impact Fast creation of regulatory and business reports up to 60% Uptime increase upto 99.99% & resolution time for critical ERP issues reduces upto 70% Upto 40-60% faster IT issue resolution

10. Key Highlights • Business Consultants & Technology teams collaborate to align the client’s project goals and needs, using industry best practices. • Covering the full spectrum of technologies, from classic to cutting-edge, for a seamless digital transformation. • Offshore delivery model make our projects cost effective. Key Highlights & Value Proposition Customer Education & Enablement Multi-Channel Training Content | Localized & Multi-Language Training Support | Proactive User Engagement Strategies | Market trends update Up to 60% faster adoption of new system organization wide Value Proposition Comprehensive E2E Services Strategy | Process consulting & re-engineering | Design | Implementation | Continuous Improvement Services | Cross-functional team collaboration Saves up to 20% project time while delivering future proof solutions. Business Domain Expertise in-depth domain knowledge to address specific industry challenges cutting down up-to ~30% unnecessary customization costs. Tailored Solutions Customized workflows with full lifecycle support. Improved Efficiency, CSAT, NPS Cost-Effectiveness Scalable solutions | Template Repository | Technical library | Test case repository | Technical COE | Offshore delivery model Saves up to 30% on recurring cost Measurable ROI Innovation and strategy for tangible value, guaranteeing  real ROI over a longer duration, including build-in inflation -adjustments and time to market  Risk & Compliance Automated Risk Assessment |Regulatory-Ready ERP Solution | GDPR & SOX Compliant Framework | AI-Driven Compliance Alerts & Notifications Reduced risk exposure up to 30% with automated monitoring tools.

11. Key Differentiators Current Challenges Desired Outcomes We can help you to fill this GAP Fragmented data Unified platform for all data Inefficient processes Workflow automation Operational blind spots AI chatbots Limited insights Real‐time insights Seamless integrations & more! Manual tasks Data Expertise Pre-Built Accelerators Risk & Compliance Frameworks Template & Repository Libraries Technical COE Successfully used in 10+ implementations, delivering faster time-to-value. Ensure 100% adherence to GDPR, SOC, ISO, or other relevant compliance standards. Achieved 99.5% data accuracy in migration for previous clients. . Reduce delivery time by 15–20% with coding best practices & environment branching Cut project effort by 15–20% with 100+ reusable templates from past projects Deployment accelerators reduce implementation timelines by up to 25%. • Reuse of customizations, • Power Platform extensions • & BI reports • Over 90% certification rate in relevant technologies among COE team members Pre-tested scripts save up to 4 weeks of manual migration effort. Reduce risk exposure up to 30% with automated monitoring tools.

12. Implementation Methodology Executive Sponsorship • Technical CoE- readily reference for Coding best practices, Environment Branching (2 weeks effort saved) • Technical library - readily reference for reuse of customization, Power Platform extensions, Power BI reports (10 to 20% effort reduction) • Template repository – readily reusable templates available based on previous project experiences (15 to 25% effort reduction) • Test case repository- readily available for reuse (20 to 25 % effort reduction) • Configuration and Data Migration – Readily available templates for reuse (25 to 30% effort reduction) Value Addition Project Management Phase Data Architecture Business Architecture Application Architecture Business Requirements Logical Architecture (Vision) Conceptual Design Initial Object Model Business Modelling Business Requirements/ Use Cases Data Architecture Interface Scope & Strategy Design Logical DB Model, Data Conversion Design Specs, Integration Detailed Des. Batch/Real Time Scheduling Final Object Model, App Design Specs,  Workflow Design, Development Standards, DevOps & Build Plan Site Map, Navigational Model User Acceptance Criteria Change Management Strategy Development Construction (Weekly Builds) Unit Test Discrepancy Fixes Database Extensions EAI Development, Batch Development Data Migration Iterative Build Testing, System Test Scripts ,Build Online Help, Develop Training Quality Assurance Integration Test System Test/UAT Deliver Training Test Scripts Test EAI Services Execute System Test Scripts Discrepancy Fixes Deployment Training Session Production Testing Migration Data Production Support Prepare Prod App Production Support Final Deliverables

13. SUCCESS STORIES

14. Success Story Improved Customer Retention Rates Faster Response Times Fewer Support Tickets 20% Higher Customer Satisfaction +45% +30% 15% Better First Contact Resolution A fast-growing online retailer struggled to manage rising customer inquiries, overwhelming their support team and risking customer dissatisfaction and lost sales 25% Reduction in Agent Workload Solution 1 3 Comprehensive Knowledge Base Development Orders processed via D365 F&O with advanced warehouse management and integration with 3PL/4PL for smooth deliveries. Integrated CRM System Implementation Deployed a new customer relationship management (CRM) system to centralize all customer interactions, history, and order details. Key Challenges High inquiry volume: Support overwhelmed by emails, calls, and chats. Slow responses: Delays of 24–48 hours frustrated customers. Inconsistent answers: Lack of a centralized knowledge base led to conflicting info. Agent burnout: Repetitive tasks and pressure caused low morale and turnover. 2 4 AI-Powered Chatbot Integration Introduced an AI-driven chatbot on their website to handle frequently asked questions (FAQs) and guide customers to relevant information, deflecting basic inquiries from live agents. Agent Training and Specialization Conducted intensive training for support agents on the new CRM and chatbot tools, and specialized agents in specific areas (e.g., returns, technical issues) to improve efficiency.

15. Higher Product Adoption Rates Success Story Increase in User Activation Fewer Onboarding Support Tickets Improved Trial-to-Paid Conversion 35% 25% Higher Product Adoption Rates A SaaS provider saw high churn as users abandoned the complex platform during onboarding, impacting recurring revenue. 18% Drop in New User Churn Solution 1 3 Rich Multimedia Knowledge Base Developed a comprehensive knowledge base featuring video tutorials, detailed how-to guides, and a searchable FAQ section. Interactive Onboarding Flow Redesigned the product's initial user experience to include interactive tutorials, guided tours, and in-app prompts. Key Challenges Complex Onboarding: Users struggled with setup and core features. Reactive Support: Help was only available after issues occurred. Poor Self-Service: Limited, hard-to-find documentation. High Churn: Many new users dropped off early. 2 Proactive Customer Success Outreach Implemented a dedicated customer success team to proactively reach out to new users, offering personalized setup assistance and best practices. 4 Dedicated Onboarding Support Channel Established a priority support channel specifically for new users during their first 30 days, ensuring rapid assistance for critical setup issues.

16. Contact UsGet In Touch Delhi, India Sales@keydynamicssolutions.com +91 99906 90718 Keydynamicssolutions.com