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Gartner® Report: Transform Your CRM with 5 Essential Steps
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Microsoft Dynamics 365 Customer Service enables businesses to deliver personalized, efficient, and seamless support across all channels. With AI-driven automation, companies can enhance customer engagement, streamline service operations, and improve response times - all while exceeding customer expectations.
Integrating CRM capabilities into your customer service operations is essential for delivering exceptional support experiences. With Dynamics 365 Customer Service, your team can leverage advanced CRM features to:
No more scrambling for answers! Copilot instantly suggests solutions based on past cases and knowledge articles, helping agents resolve issues faster and more accurately. It also generates consistent email and chat responses, saving time and ensuring high-quality communication with every interaction.
Say goodbye to manual notetaking. Copilot handles conversation summaries and case notes automatically, reducing manual effort for agents. It also suggests responses, allowing teams to stay focused on what matters most—supporting customers effectively.
Customers get instant answers anytime with intelligent chatbots that handle routine questions around the clock. Thanks to natural language understanding, these bots deliver accurate responses and smoothly pass more complex cases to human agents when needed.
Copilot recommends the next best action in real time, helping agents respond with confidence and speed. Built-in translation supports smooth communication across regions, while automation reduces repetitive work so teams can focus on more valuable tasks.
Copilot works naturally within Microsoft Teams, Outlook, and Power Platform, fitting into your existing workflows without disruption. With low-code and no-code options, you can adapt it to match your specific business processes.
At BE-terna, we support businesses in delivering exceptional customer experiences with Microsoft Dynamics 365 Customer Service—a powerful CRM solution that improves service quality, optimizes operations, and boosts efficiency. By implementing this platform, your organization gains a robust CRM framework that enhances day-to-day performance while deepening customer engagement and trust.
Support for incident-based services
Service Level Agreement management
Create and manage articles
Management across all channels
Deep-dive into data
Free up time with self-service offerings
Shorten sales cycles and control your sales funnel
Deliver right message at the right moment to right audience
Increase productivity of your field service technicians
Seamless implementation for immediate impact
We tailor Customer Service CRM to your business needs, optimizing processes and empowering your sales team with the right tools from day one.
Upgrade your existing solution and bring your business to the next level
Whether you’re upgrading from an older version or migrating from another CRM, we make the process seamless and stress-free.
Ongoing support for continuous success.
We will support you along your journey, whether you are looking for a new support partner or as a follow-up process after the implementation.
Customers don’t think in channels. Yet many contact centers still manage voice, chat, email, and social media in separate systems. The result? Delays, missed context, and lower satisfaction—for both teams and customers. Let’s be honest: Traditional contact centers weren’t built for today’s expectations. Long wait times, disconnected systems, and overworked teams make it harder to provide the kind of service people deserve. Now, that changes.
It’s a cloud-based customer service solution that uses AI, automation, and analytics to help businesses manage and improve customer interactions across multiple channels.
It’s ideal for businesses of all sizes that want to enhance customer support, optimize service operations, and improve agent productivity.
AI-powered Copilot assists agents by suggesting responses, summarising cases, automating routine tasks, and analyzing customer sentiment.
Yes! You can deploy Power Virtual Agents to automate common inquiries, reducing agent workload while providing instant customer support.
Absolutely! You can customize workflows, dashboards, and reports and even integrate them with Power Automate, Power Apps, Teams, Outlook, and third-party applications.
Yes! It seamlessly integrates with Microsoft 365, Power Platform, Azure, Teams, and more for a unified customer service experience.
