Elevate Customer Engagement
Elevate your customer service experience with Microsoft Dynamics 365 Customer Service. Our expertise in Microsoft Dynamics 365 enables organisations to deliver seamless, personalised support that builds trust and drives long-term loyalty.
Simplified, Smart Customer Solutions
Dynamics 365 Customer Service is a comprehensive solution that enables your team to manage customer interactions through an omni channel platform. With tools to track cases, provide proactive support, and manage interactions across multiple channels, it ensures your business meets and exceeds customer expectations.
ATS partners with businesses to implement Microsoft Dynamics 365 Customer Service, ensuring your teams have the tools they need to resolve issues faster and create satisfied customers.
Comprehensive Tools to Manage Customer Interactions
Omnichannel Engagement
Engage with customers across multiple channels, including phone, chat, email, and social media, all within a unified platform. ATS customises Microsoft Dynamics 365 Customer Service to provide a seamless omnichannel experience that meets customer expectations.
Benefits:
- Personalised service across all channels
- Increased customer satisfaction through efficient communication
- Consistent customer experience regardless of interaction platform
Proactive Case Management
Stay ahead of issues with tools that monitor cases, route them to the right agents, and provide solutions before problems escalate. ATS implements Microsoft Dynamics 365 Customer Service in UAE, Egypt, and Saudi Arabia to ensure proactive support strategies that improve case resolution times.
Benefits:
- Faster case resolution and reduced escalation
- Proactive management of customer issues
- Increased customer confidence and trust
AI-Driven Insights
Use AI to analyse customer interactions and provide agents with real-time recommendations, helping them resolve cases faster. ATS integrates Microsoft Power Platform, to deliver intelligent insights and automation.
Benefits:
- Smarter decision-making with AI-driven recommendations
- Improved agent productivity and efficiency
- Reduced manual work through automation
Self-Service Portals
Provide customers with self-service options, including knowledge bases and community forums, so they can find answers independently. ATS configures Dynamics 365 Customer Service to empower customers with self-service tools, improving satisfaction and reducing support workload.
Benefits:
- Empowered customers with instant access to information
- Reduced strain on support teams
- Enhanced customer satisfaction with 24/7 self-service
Integrated Knowledge Management
Centralise knowledge articles to ensure agents have the information they need to solve customer issues quickly and consistently. ATS uses Microsoft Dynamics 365 to build robust knowledge management systems.
Benefits:
- Faster resolution with consistent knowledge resources
- Improved agent efficiency
- Better customer experience through reliable information
Why ATS is Your Trusted Partner?
Your Partner In Customer Support Transformation
Tailored Solutions
We design customer service strategies that align with your operational goals and customer engagement strategies.
Expert Implementation
As the best Microsoft solutions partner in the UAE, Egypt, and Saudi Arabia, we ensure seamless integration of Dynamics 365 Customer Service across your systems.
Ongoing Support
Our team provides continuous support to ensure your system remains optimised for maximum efficiency.
Proven Success
ATS has helped organisations across various sectors transform their customer service operations through Microsoft Dynamics 365 Customer Service.
Strategic Implementation for Lasting Impact
Assessment
Assessment
Implementation
Implementation
Planning
Planning
Optimization
Optimization
We follow a structured approach to ensure the successful deployment of Microsoft Dynamics 365 Customer Service
Success Stories
Facing challenges in the quality and accuracy of maintenance and installation order data, B.TECH’s After Sales and Customer Service teams struggled due to the lack of automation and technician tracking. This gap resulted in inefficient operations, poor communication with headquarters, and delayed feedback. Recognizing the urgent need for improvement, B.TECH partnered with ATS to implement a comprehensive solution.
About the Organization
B.TECH is a leading retailer of consumer electronics and home appliances, dedicated to delivering superior customer experiences. The After Sales and Customer Service teams are essential in maintaining this commitment. Before implementing the ATS After-Sales Service Automation (ASSA) solution, these teams faced challenges due to manual operations and limited communication with headquarters. The need for a mobile solution connected directly to the CRM system became critical for improving service quality and operational efficiency.
Client Testimonial:
“About The Solution team was cooperative and supportive since first day we worked together, they helped us with; After Sales Service Solution. Paying attention to details while utilizing best practices and applying the latest technologies helped us achieve the business goals of:
- Improving customer experience
- Increasing technicians’ productivity
- Real time order tracking
Recently, we just awarded About The Solution another project of our Digital Transformation roadmap providing our customer service team with the right information to enrich the B.TECH customer experience..”
Khaled Marmoush, CIO, B.Tech, Cairo
Challenges
B.TECH encountered several operational challenges that hindered the efficiency and effectiveness of their After Sales and Customer Service teams:
- Manual Processes: Technicians manually recorded service activities, leading to errors and inconsistent data entry.
- Lack of Real-Time Communication: No direct communication channel existed between technicians in the field and the headquarters, resulting in delayed feedback and slow issue resolution.
- Limited Visibility: Inability to track technician locations and monitor service activities in real-time created inefficiencies in task allocation.
- Customer Dissatisfaction: The absence of real-time service order tracking negatively impacted the customer experience.
Solution
ATS proposed the After-Sales Service Automation (ASSA) solution, built on Microsoft Dynamics CRM and integrated with a custom mobile application for technicians. This solution empowered B.TECH technicians to efficiently manage service tasks and enabled real-time tracking and monitoring of service visits and orders. Key components included:
- Technician location monitoring for optimized dispatch and management.
- Mobile application-based check-in and check-out capabilities to assess technician performance.
- Real-time order tracking available to customers via the B.TECH Mobile App and website.
- Seamless integration with the existing CRM system to automate technician workflows and activities.
Benefits
Implementing the ATS ASSA solution resulted in transformative operational improvements, including:
- Increased Technician Productivity: Automation streamlined workflows, reducing manual tasks and boosting efficiency.
- Automated Activity Management: Integration with CRM automated technician processes, enhancing accuracy and reducing errors.
- Technician Location Tracking: Real-time tracking optimized resource allocation and service management.
- On-Spot Order Tracking: Customers accessed real-time updates on service orders, increasing transparency and satisfaction.
Conclusion
By adopting the ATS After-Sales Service Automation solution, B.TECH successfully transformed its after-sales operations. The integration of Dynamics CRM with a custom mobile application has optimized technician workflows, enhanced performance tracking, and provided customers with real-time service updates. This strategic transformation has strengthened B.TECH’s ability to deliver exceptional service and maintain its leadership in customer satisfaction.
Ready to Enhance Your Customer Support?
Let ATS help you transform your customer service experience.
Contact us to get started!
