Microsoft Dynamics 365Case study

Dynamics 365 Customer Engagement Workflow Automation

Automated key sales and customer service workflows in Dynamics 365 Customer Engagement, improving efficiency and customer satisfaction for a UK-based financial services firm.

Client contextA financial-services organisation

Customer engagement workflow dashboard — Focused delivery across people, process, and technology.

Challenge

Multi-step handoffs
Integration requirements
Compliance requirements

Solution

Lead-routing automation
Case-management automation
Escalation workflows

Outcome

Automated audit trails supporting compliance

Approved outcomes

40%reduction in lead response time

25%improvement in customer satisfaction scores

Technology stack

Dynamics 365 Customer EngagementPower AutomateAzure Logic Apps

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Dynamics 365 Customer Engagement Workflow Automation

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