A Microsoft Dynamics 365 customer story
Glencore Technology
Learn how Glencore Technology migrated their CRM to Dynamics 365 to leverage greater integration, automation and reporting across business platforms.
Overview
Streamline business processes and enhance customer engagements with Microsoft's Dynamics 365 and Power Platform solutions, supported by Data#3
Since 2015, our experienced Business Applications team has been delivering agile and innovative solutions that drive business transformation. By leveraging the full potential of Microsoft Business Applications and the Power Platform, we help customers streamline workflows, integrate data seamlessly, and enhance decision-making with greater efficiency.
With deep expertise in the Microsoft ecosystem, our team helps customers across all stages of their Dynamics 365 journey, through vision and value engagements, tailored demonstrations, Fit Gap Assessments, health-checks for Dynamics 365 and Dataverse; as well as Dynamics 365 support delivered through our Dynamics Centre of Excellence (CoE).
Solution
Dynamics 365 Customer Service Rapid
AI-powered tools
Helps agents resolve issues quickly with tools like Copilot, helping to diagnose issues, troubleshoot, and draft customer responses.
Omnichannel support
Provides a unified view of customers across channels like phone, email, social media, chat, and more.
Real-time insights
Provides sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
AI-based routing
Classifies issues and assigns them to the best-suited agent.
Case management
Helps manage conversations across channels, record interactions, and streamline data entry and routing.
Knowledge management
Helps share information in a knowledge base.
Integrated analytics
Helps optimise contact centre operations.
Benefits
Why undertake a Dynamics 365 Customer Service Rapid?
This service is designed for clients seeking to evaluate the functionality of Dynamics 365 Customer Service for their organisation. The Data#3 Dynamics 365 Customer Service Rapid provides a fixed-price, fixed-scope deployment of Dynamics 365 Customer Service – ensuring clear and accurate product alignment, prior to deciding to deploy a full production solution.
Outcomes
Dynamics 365 Customer Service empowers organisations to manage a diverse range of support channels, including email, phone, web chat, social media, self-service portals, mobile apps, SMS messaging, and website live chat – from a single, unified platform. Its suite of AI-powered tools enables support representatives to resolve issues faster and enhance overall customer satisfaction.
To support your journey to Dynamics 365 Customer Service, Data#3’s Dynamics 365 Customer Service Rapid offers a swift, proof-of-concept solution built on a fixed-price model, ensuring predictable costs and rapid value realisation.
Process
Data#3's Dynamics 365 Rapid for Customer Service includes the following scope
Environment setup
Import base customer data
Security configuration
Email integration
Email queue setup
Knowledge Base articles
Case configuration
Base SLA configuration
Automatic record creation rules
We enjoyed the end-to-end process from inception to delivery and seeing it come alive. Every sprint review was exciting as the concept came to fruition in front of our eyes.
Jo Hardie - Senior Business Analyst, Glencore Technology
Why Data#3?
Data#3 is Microsoft’s largest Australian business partner
As a well-established Microsoft Business Partner, Data#3 specialises in developing and delivering customised Microsoft Business Applications that drive digital transformation and operational efficiency for organisations across Government and Enterprise. With extensive experience in the Microsoft ecosystem, we harness the power of technologies like Microsoft Power Platform, Dynamics 365, Azure, Microsoft 365, Data and AI to create scalable, secure, and tailored solutions that meet the unique needs of our clients.
Our Business Applications practice is one of six solution practice areas. Additionally, we have depth of expertise in Hybrid Cloud, Analytics and AI, Modern Work and Security backed by a Customer Success team to ensure you gain the benefit of your software investments with on-going enhancement and optimisations.
