Cases, Calls, and Field Visits.
Resolved Faster, on One Platform.
Customer Service, Contact Center, and Field Service builds: omnichannel case management, voice + digital channels with Copilot agent assist, work order dispatch, and mixed reality field support.
Problems We Eliminate
Case backlog grows weekly; CSAT slides every quarter
Omnichannel Customer Service with Copilot drafting responses and routing cases to the right queue automatically
Contact center runs on a 12-year-old PBX with no analytics
Dynamics 365 Contact Center - cloud voice + digital channels with IVR, agent assist, and real-time analytics
Field techs get dispatched via WhatsApp and write reports on paper
Field Service mobile app with work orders, route optimization, parts inventory, and digital sign-off
Same customer calls 3 times, gets 3 different answers
Unified case view across phone, email, chat, social, and field visits - one timeline, one truth
Knowledge base lives in Confluence; agents never find it
Knowledge management in Customer Service with semantic search and Copilot-suggested articles in the case workspace
IoT-connected equipment fails silently; service finds out from the customer
IoT-triggered work orders via Azure IoT Hub or Connected Field Service - cases open before customers notice
The Numbers Behind Service
Results reported by Microsoft Dynamics customers across Microsoft Total Economic Impact studies and independent analyst research.
25-40%
tier-1 case deflection with Copilot for Service handling routine inquiries end-to-end
-32%
average handle time on calls with Contact Center agent assist and real-time Copilot suggestions
+18%
first-time-fix rate on field visits after Field Service routing + knowledge integration
-22%
travel time per tech with route optimization in Field Service Scheduler
Real-time
service dashboards covering case queues, contact center voice, and field utilization
SLA
automation with milestone tracking, breach alerts, and entitlement management
Capabilities
What we ship for
Service.
Every engagement is custom, but here is the work we do most often, and the work we are known for.
Omnichannel Customer Service
Case workspace, queues, routing rules, SLAs, knowledge integration, and Copilot for Service.
Contact Center setup
IVR design, call flows, digital channels (chat, SMS, social), agent assist, and analytics.
Field Service implementation
Work order types, scheduling board, mobile app rollout, parts inventory, and customer signature flow.
IoT + Connected Field Service
Azure IoT Hub integration that opens work orders from equipment alerts before customers report issues.
Copilot rollout + guardrails
Copilot for Service prompt design, knowledge grounding, deflection thresholds, and audit logs.
Service performance dashboards
Power BI dashboards for case backlog, AHT, first-time-fix, deflection rate, and SLA compliance.
Predictable Delivery, No Surprises
A structured, four-phase delivery model built around Microsoft Success-by-Design and FastTrack guidance.
Service Audit
We map your channels, case volumes, AHT baselines, current contact center stack, field workforce structure, knowledge base, and the top 5 case reasons before any design.
Architecture & Design
Case workspace, queue + routing logic, IVR + agent assist plan, work order schema, scheduling rules, Copilot grounding strategy, and dashboard map signed off by service leadership.
Build & Train
Customer Service configured, Contact Center call flows live, Field Service mobile app rolled out, IoT triggers wired (if applicable), Copilot trained on knowledge, and agent/tech training delivered.
Launch & Optimize
Phased rollout by channel or region, deflection threshold tuning, AHT and FTF tracking, and 30-day hypercare. Quarterly Copilot retraining and KB grooming follow.
Why Work With Us Over Anyone Else?
We Tune Copilot Until It Earns Its Seat
Most service Copilot rollouts hit 8-12% deflection and stall. We instrument grounding, prompt patterns, knowledge gaps, and retraining cycles to push deflection past 25% without CSAT regression.
Contact Center is a Real Discipline
Call flows, IVR routing, and agent assist are not just configuration - they decide whether a customer hangs up. We design these like a contact center practice would, not as a generalist Dynamics consultancy.
Field Service That Survives Reality
Field rollouts collapse when the mobile app is unusable on a job site. We pilot with techs, fix UX before scaling, and design for offline-first patterns.
One Customer View Across Channels
Phone, email, chat, social, and field visits all land on the same case timeline. No more "let me check with my colleague" - the next agent sees everything that happened before.
Ready for Service That
Actually Scales?
In 30 minutes we will audit your current service stack - cases, contact center, field ops - and hand you a clear Dynamics Service roadmap at no cost.
- Service stack audit
- Copilot + Contact Center scoping
- No obligation whatsoever