Customer service excellence
Omnichannel Dynamics 365 Customer Service that cut resolution times and lifted satisfaction for a healthcare services provider.
The brief
A healthcare services provider faced rising inquiries while tracking support manually across multiple channels. Without a unified platform, service quality was inconsistent and resolution times kept climbing.
There was no SLA tracking, no prioritisation and little reporting — so leadership couldn't see where service was breaking down. They needed one platform to manage cases end to end and take the manual load off the team.
- Bring requests from every channel into one place.
- Prioritise tickets and track SLAs reliably.
- Deliver a consistent customer experience.
- Get real reporting and performance insight.
- Cut the heavy manual effort in support operations.
- Let customers help themselves where they can.
Our approach
We implemented Microsoft Dynamics 365 Customer Service with omnichannel capabilities, so every request — whatever channel it arrived on — landed in one prioritised, SLA-driven queue.
Automation handled escalation and routing, a knowledge base accelerated answers, and a self-service portal deflected routine requests entirely.
What we implemented
Centralised case management
Every request becomes a tracked case in one system, whatever channel it came from.
SLA-driven workflows
Tickets are prioritised and managed against clear service-level targets.
Automated escalation
Cases escalate automatically when they risk breaching SLA.
Knowledge base
Agents resolve faster with searchable, reusable answers.
Self-service portal
Customers resolve common issues themselves, deflecting volume.
Real-time dashboards
Support performance and SLA compliance are visible live.
How we built it
We modelled the support workflows and SLA policies first, then configured Dynamics 365 Customer Service and connected the live channels into one omnichannel queue.
We layered automation for escalation and routing, stood up the knowledge base and self-service portal, and delivered in phases — measuring resolution time and satisfaction as each capability went live.
How it works
Intake
Requests from all channels become cases.
Prioritise
SLA-driven workflows rank and route them.
Resolve
Agents use the knowledge base to answer fast.
Escalate
At-risk cases escalate automatically.
Measure
Dashboards track resolution and SLA compliance.
Bringing every channel into one SLA-driven queue is what makes service consistent and measurable — prioritisation and escalation stop the urgent cases slipping through the cracks. The knowledge base and self-service portal cut both resolution time and raw volume.
Real-time dashboards give leadership the insight they previously lacked, turning support from a black box into a managed operation.
The impact
Issue resolution became 40% faster.
Customer satisfaction scores rose by 30%.
SLA compliance improved across support teams.
Manual effort dropped through workflow automation.
Microsoft technology stack
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