Case Management
Case creation, intelligent routing, escalation rules, SLA tracking, and resolution workflows configured for support tiers and business rules, including multi-tier service models.
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Service capability
Dynamics 365 Customer Service Implementation
Matsyaa implements Microsoft Dynamics 365 Customer Service for organisations that need to deliver consistent, efficient support at scale. We serve enterprise and mid-market companies across the United States, United Kingdom, Australia, and Europe — configuring case management, omnichannel engagement, and AI-powered service tools that help agents resolve issues faster and improve customer satisfaction.
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Capability areas
What we deliver.
Omnichannel Engagement
Unified agent desktop for live chat, email, phone, SMS, social media, and WhatsApp — all connected to a single customer timeline so agents can see the full interaction history.
Knowledge Management
Knowledge-base authoring, approval workflows, search integration, and AI-suggested articles during case handling to support first-contact resolution and lower average handle time.
AI & Copilot for Service
Copilot-assisted case summarisation, suggested responses, real-time sentiment analysis, and intelligent routing based on case topic and agent skills, configured to reduce agent effort.
Self-Service Portals
Customer-facing Power Pages portals for case submission, knowledge search, case status tracking, and community forums, helping to deflect routine enquiries across time zones.
Service Analytics & Reporting
Power BI dashboards for case-volume trends, SLA compliance, agent utilisation, CSAT and NPS scores, first-contact resolution, and channel performance for service leaders.
How we deliver
How we deliver.
How we deliver Customer Service projects: workflow-first configuration, agent productivity, phased adoption, and connected field operations.
Process-First Configuration
We map existing support workflows before configuration. Routing rules, escalation paths, SLAs, and entitlement structures are aligned with the way the team actually operates.
Agent Productivity Focus
The unified agent desktop brings customer context, interaction history, knowledge suggestions, and case details together to reduce screen switching and manual lookups.
Phased Rollout
We recommend starting with core case management and email, then layering omnichannel, knowledge management, and AI capabilities in subsequent phases to manage change and adoption.
Integration with Field Service
For organisations with desk-based and field-based support, we configure the handoff between Customer Service and Field Service, including automated work-order creation and shared SLA tracking.
Dynamics 365 Customer ServicePower PagesCopilotPower BIOmnichannel
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Ready to Elevate Your Customer Service?
From case management to omnichannel support and AI-assisted resolution, Matsyaa helps service organisations deliver faster, smarter customer experiences with Dynamics 365.
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