Microsoft D365: Customer Service

Puts every customer interaction into one platform, giving your agents full context, and the tools to resolve issues effectively. From case routing to self-service options, D365 Customer Service helps teams deliver consistent, reliable support at scale.

Turn customer service moments into lasting impressions.

Give your agents the full story and the right tools with D365 Customer Service… And the confidence to quickly resolve issues.

Don’t allow unresolved cases to damage customer trust and retention.

From first report to final follow-up, handled with precision.

Dynamics 365 Customer Service captures enquiries from all channels, creates a case automatically, and routes it to the right agent based on skills and workload. Agents see the customer’s full history and SLA details in one view, access built-in resources to resolve issues, and collaborate instantly with colleagues when needed. Progress is tracked in real time until the case is closed and archived with full reporting.

Equip your team with a system built to resolve today’s cases and strengthen customer relationships for the long term.

Strong service builds trust that lasts.

Proven to deliver triple-digit ROI and major efficiency gains in under six months.

An independent Forrester TEI study found that Dynamics 365 Customer Service delivered a 315% ROI with payback in under six months. The study also revealed a saving of 468 agent hours per year.

The numbers speak for themselves.

Let’s see what they look like for you.

Braintree implements Dynamics 365 Customer Service:

1. to match the way your team operates and
2. to support your customers according to their expectations.

Choose a partner who understands service from the inside out, and a platform built to delight your customers.

What your service team can achieve without the hurdles.

Deliver quick resolutions and reliable results that keep customers coming back.

Create one view of Create one view of every customer. No gaps. No guesswork. customer. No gaps. No guesswork.

Combine your customer history, service interactions, case files, and customer preferences in one place.

Why it matters to you:
Agents cannot deliver great service if they are hunting for context. D365 CE gives them the full picture from the first ring—reducing call time, escalations, and attrition.

Use smart routing to assign problems to the relevant people on your team

AI categorises and routes cases to the most appropriate agent or department.

Why it matters to you:
First-contact resolution is cheaper and more effective. Poor routing frustrates clients and burns out staff.

Service teams that learn instead of reacting

Track issue trends, escalations, and resolutions to surface service insights.

Why it matters to you:
Without pattern recognition, teams stay reactive. D365 CE helps you solve systemic issues and close tickets.

Self-service that works

Empower customers with portals, knowledge bases, and chatbots, customised to your business.

Why it matters to you:
Repetitive queries drain your agents and frustrate your customers. D365 CE gives users the tools to solve their own problems quickly.

Service that speaks every language (including WhatsApp)

Connect with customers on the platforms they already use, i.e., email, live chat, and WhatsApp.

Why it matters to you:
In South Africa, WhatsApp is where business happens. D365 CE integrates it directly, without workarounds, or disconnect.

Compliance you can prove, down to the timestamp

Tracks customer interactions, agent actions, SLAs, and data access in auditable detail.

Why it matters to you:
From POPIA to industry regulations, compliance is not optional. D365 CE gives you the paper trail that keeps penalties (and lawsuits) off your desk.

Faster onboarding, better retention

Give new hires access to templated workflows, internal FAQs, and contextual case notes.

Why it matters to you:
Training new service agents takes time, and turnover is high. D365 CE gets new hires productive quickly, so you lose less institutional knowledge when someone leaves.

Replace delays with faster case closure and process standardisation.

Turn Service into a salesperson

Most service costs money. Yours can make it.

Dynamics 365 Customer Service gives you the tools to close cases with care , keep answers consistent, and turn satisfied customers into repeat buyers.