Support becomes difficult when each customer request involves manual tasks of agents to locate customer history, assign cases, locate information, follow up on requests, and more. This can lead to delayed response, cases being lost, missing SLAs, and repeat customer issues.
Dynamics 365 Customer Service automation integrates case management, routing, knowledge, AI, and analytics into a more streamlined process. A modeled composite organization with Microsoft Dynamics 365 Customer Service saved 40 percent on call handling time, 20 percent more of cases were resolved during the initial call, and 15 percent fewer cases were misrouted in a study conducted by Forrester Consulting on behalf of Microsoft. The study also calculated $14.70 million benefits over the three-year period, a 315% ROI, and a payback period of 6 months or less.
These are model numbers for a composite organization based on interviews with five organizations; guaranteed results are not. They do, however, reveal the possible implications of eliminating manual processes in customer service. With Veelead, organizations can improve their Dynamics 365 Customer Service support workflows.
5 Ways to Make Customer Support Smarter with Automation
1. Collect all Customer Requests in One Place.
Emails, Chat and Phone requests received. These threads are not clustered, and an agent will not see what was previously requested, agreed to, or if the case is still in the SLA. With Dynamics 365 Customer Service, the case, its history and work together on a single record, letting agents start a conversation with all the context they need. All these below are based on it.
2. Automate Case Routing, ensuring Work gets to the correct Agent.
Manual assignments lead to an information blockage for a supervisor. Cases are received by agents that don’t have the right skills and priority customers wait behind normal requests. The unified routing removes the issue of wrong assignment, transfer, and late resolution by routing incoming work to the skill, priority and urgency and capacity. This delivered the 20% First Call Resolution (FCR) improvement and 15% reduction in misroutes.
3.Remove work from your agents that they should NOT perform
It is 1 minute to create a case, update it, send an acknowledgement, and escalate overdue work. In a year they are a part of no one’s budget. These are all caused by Business Rules and do not come from memory: Case created, Case classified, Case routed, Customer notified, SLA monitored, Escalation raised. This layer is the one that was taken off by cut handling times by 40% in Forrester’s study.
4. Copy and paste a paragraph or text from a source.
An agent can follow up on previous tickets, PDFs and another agent’s Inbox before the customer hears a word, all with one question. A managed knowledge base reduces the number of times agents need to field similar queries and provides approved answers to the agents in their workflow, while simultaneously using AI to elevate articles to be verified, improving customer satisfaction. The first week’s employee answer is the same as a 5 year employee.
5. Analyzing Customer Complaint to Measure and Optimize.
Ticket count is descriptive, not ‘why’. Get a single database view of first contact resolution/ resolution time/ SLA compliance/ repeat contacts & escalations, and the cause becomes apparent routing, capacity, knowledge or product issues. It also indicates which legacy tools can be turned off in this particular study, worth up to $978,000.
Conclusion
Dynamics 365 Customer Service automation isn’t about replacing people when it comes to customer support. It’s about eliminating the unnecessary manual work from their day of bringing requests into a single spot, routing them automatically, completing routine tasks, and providing managers with insight into where support is lagging.
As customers increase, more manpower is not always the solution. At times, a better workflow is a better answer.
Frequently Asked Questions
So, what is Automating Dynamics 365 Customer Service?
It’s the adoption of case management and a single routing solution, workflows, AI assistance, and analytics to decrease manual support. There is no manual process for creating, categorizing, routing, monitoring, and escalating cases.
Is it automatic to route cases out to customers in Dynamics 365?
Yes. United Classifies is the ability to route incoming work based on required skills, priority, agent capacity and the type of request without having to do manual triage.
How long do you think it will take to implement Dynamics 365 Customer Service?
This would call upon the channels, integrations, and SLA rules that are included. In the first phase (weeks), usually case management, email intake, routing and core reporting are provided, and in the second phase omnichannel and AI are provided.
Does this mean that we need to immediately replace our existing help desk?
No. When running the new process for one team or channel, test it first, and ensure the routing and SLA responds to this as you expect; then migrate the other queues out of the system. Minimizes disturbance and gives real measurements to cutover.
