Dynamics 365 Customer Service

Dynamics 365 Customer Service

Turn service into a loyalty-building advantage.

Microsoft Dynamics 365 Customer Service empowers organisations to deliver personalised, proactive, and connected support across every channel from self-service and field service to full contact centre operations. 

Built on Microsoft’s intelligent cloud, it equips agents with the AI-driven tools, insights, and automation they need to resolve issues faster, anticipate customer needs, and create experiences that keep people coming back. 

Customer Service isn’t just about solving problems it transforms service into a growth engine that builds lasting customer relationships.  

Key features

  • Omnichannel engagement – Deliver consistent service across phone, chat, email, social, and self-service portals. 
  • Contact Centre capabilities – Deliver intelligent voice, chat, and digital engagement with real-time routing, sentiment analysis, and analytics. 
  • AI & Copilot assistance – Recommend next-best actions, surface knowledge articles, and guide agents in real time.  
  • Case & knowledge management – Centralised tracking and instant access to resolution histories.  
  • Proactive service with IoT – Anticipate and resolve problems before they escalate. 
  • Microsoft 365 & Power Platform integration – Collaborate in Teams, automate with Power Automate, and unlock insights with Power BI. 


Business benefits

  • Faster resolution times – AI-driven routing ensures every case gets to the right agent. 
  • Improved customer satisfaction – Deliver consistent, personalised experiences on every channel. 
  • Empowered agents – Arm teams with context, insights, and tools that make every interaction count. 
  • Proactive support – Reduce downtime and boost loyalty by solving issues before customers even notice them. 
  • Data-driven improvement – Real-time analytics and feedback loops continuously refine your service model. 
With Dynamics 365 Customer Service, Delaware helps businesses transform service from a cost centre into a growth engine.

Cross-solution connections

  • Contact Centre – Extend Customer Service with enterprise-grade voice, chat, and digital engagement on a unified platform. 
  • Field Service – Deliver proactive, end-to-end support from remote diagnosis to on-site resolution. 
  • Dynamics 365 Sales – Give account managers visibility of support history to nurture stronger relationships. 
  • Finance & Supply Chain Management – Streamline billing, entitlements, and service-level agreements. 
  • Customer Insights – Data & Journeys – Personalise every interaction with a complete view of customer history and preferences. 
  • Power Platform – Build tailored apps, workflows, and analytics to adapt to your service needs. 

SMART Dynamics 365 Customer Service offering

Elevate service and loyalty in just 4 weeks. 

Delaware’s SMART implementation of Dynamics 365 Customer Service equips your team to deliver faster, more personalised support across every channel. With Copilot handling case summaries, AI routing customers to the right agents, and customer history surfaced in one place, your agents can spend less time searching for answers and more time creating experiences that keep customers coming back. 

discover the SMART offerings

Why Delaware?

At Delaware, we don’t just implement Customer Service we help you reimagine how service creates loyalty. 


We bring:

  • Customer-first design – Tailoring solutions around your service processes and customer expectations. 
  • Deep Microsoft expertise – Proven experience delivering Customer Service and Contact Centre at scale. 
  • AI-first approach – Embedding Copilot, automation, and IoT-driven proactive support. 
  • End-to-end integration – Connecting service with sales, field, finance, and supply chain for seamless journeys. 


With Delaware,  you gain more than a platform you gain a strategic enabler for stronger relationships, happier customers, and lasting success.

Related content