Dynamics 365 Customer Service

Deliver better customer experiences without increasing complexity or headcount.

Customer expectations continue to rise. Response times, consistency and visibility all matter more than ever. Dynamics 365 Customer Service provides the tools to manage this at scale, but only when it is designed around how service teams actually operate.

Avrion helps organisations implement Dynamics 365 Customer Service in a way that improves customer satisfaction, supports service teams and gives leadership teams real insight into performance.

Digital Transformation
on your Terms.

Schedule a structured discovery conversation that will help define priorities and reduce risk.

What effective customer service systems should enable

Common challenges we see in Customer Service platforms

Many organisations invest in Customer Service technology but struggle to realise its value.

Typical issues include:

Inconsistent case handling
Limited visibility across customer history
Over-reliance on manual processes
Poor SLA tracking
Reporting that does not reflect reality

These problems are rarely caused by the platform itself. They are the re

Key Dynamics 365 Customer Service capabilities we implement

Case management and workflows

We design case structures and workflows that reflect how issues are raised, triaged and resolved.

This includes:

Clear case categorisation
Automated routing and prioritisation
Escalation paths that work in real scenarios

Omnichannel support

Customers expect to engage on their terms.

We help you implement and optimise:

Email and web-based case handling
Live chat and messaging channels
Consistent experiences across all touchpoints

All connected to a single customer record.

Knowledge management and self-service

Empowering agents and customers reduces pressure on service teams.

We implement:

Structured knowledge bases
Suggested knowledge articles for agents
Self-service options where appropriate

Helping issues get resolved faster, with less effort.

Service level agreements and performance tracking

SLAs only work when they are visible and meaningful.

We configure:

SLA rules aligned to customer expectations
Automated tracking and alerts
Reporting that highlights risks early

So teams can act before issues escalate.

The Avrion approach to Dynamics 365 Customer Service

We begin by understanding how your service function operates in practice.

Our approach focuses on:

Mapping end-to-end service journeys
Understanding escalation paths and priorities
Designing workflows that support agents, not slow them down
Aligning service metrics to business outcomes

The result is a Customer Service platform that feels intuitive for agents and valuable for leadership.

Not getting full value from your current setup?

If your service team is struggling with adoption, visibility or performance tracking, a Health Check can identify why.

We assess:

Case structures and workflows
SLA configuration
Reporting and dashboards
Usage and adoption patterns

And provide practical recommendations to improve efficiency and service quality.

Planning a new Customer Service implementation?

Whether you are rolling out Dynamics 365 Customer Service for the first time or replacing an existing platform, the right foundations matter.

A discovery conversation will help you:

Clarify service requirements
Design scalable workflows
Avoid unnecessary complexity
Align service delivery with business goals

What do our customers say?

“Avrion’s AI and automation solution transformed our operations. What used to take three full-time staff days to process now happens automatically - accurately, consistently, and at scale. We’ve reclaimed time, reduced errors, and empowered our team to focus on higher-value work. It’s been transformative.”

COO at a leading UK waste management company

“We found Avrion very professional, yet friendly and fun to do business with. They really gained our trust.”

Chris Howard – BearingNet

“Avrion truly understood our business and tailored Dynamics 365 to fit our needs. The phased approach made adoption seamless, and we’re already seeing major time savings. Our internal processes are now streamlined, and we’re well-positioned for future growth. It’s a game-changer for us. Looking back, partnering with Avrion to implement Microsoft Dynamics 365 was one of the best decisions we made. Our operations are now efficient, our team collaborates seamlessly, and we’re equipped to scale our business with confidence. If your company is struggling with inefficiencies like we were, I highly recommend working with Avrion – they’ll make sure you get a solution that truly works for you.”

Raj Mahay – Resin Products

“Before Dynamics 365, we were managing tours through a mix of spreadsheets, emails and manual processes. Now, everything is in one place and works together seamlessly. The system is built around how we operate, not the other way around, and automates tasks that used to take hours. Most importantly, it gives us the flexibility to manage any type of tour and confidently support our continued growth.”

Karen Leggatt – Classic Grand Touring

“We would highly recommend Avrion for both CRM and tech support applications. We recently upgraded our tech support function for both internal and external support requests. This has improved our response times, planning, service level agreements and overview of the department. Avrion is always ready to suggest improvements and evolution for our business. A big thanks to Dave, Nick and Sam at Avrion for their work on this project.”

James Blair – SPM Instrument UK

“We have experienced a huge shift in the efficiency of the business with the all-round delivery of service.”

Tracey Hammond – Dengie

“Data is one of the most valuable assets any business has, but unlocking its true value depends on quality, meaningful analysis, and having the right tools and skills to turn insights into strategy and revenue. Having worked with Avrion, I can say they really do bring the expertise to help businesses make that transformation!”

Catherine Royle – Restore plc

“After a feasibility study designed to ascertain which CRM to integrate into our business, I found that Avrion put together the best end scenario and product, Maximizer, to take our business forward. The team at Avrion showed their diligence and knowledge, which was a clear deciding factor in instigating our partnership. We look forward to strengthening our relationship going forward, as CRM evolution never stops! We can now see in real time how all of our opportunities are progressing. We also have automated reports in our Dashboard module showing the business sales performance and pipeline, which allows us to focus on each individual opportunity without any being left unnurtured. Avrion has now linked our Maximizer with Mailchimp to allow for focused marketing campaigns based on the data we add to the Address Book. We now have a clear sales process that can be tracked with clear ‘what’s next’ actions to implement.”

Craig Sansom – Prestige

““The reason why I like working with Jon is because he always comes up with a solution. This was a small project but it has a big impact and solves lots of time problems. I can now make updates to the communications that go out myself and don’t need the support of Avrion for this going forward, although they are always on hand if I need help.””

Jane Margetts – Restore Records Management

“Working with Avrion has been amazing from start to finish. We use Maximizer as a main system, however we required a bespoke quote tool building for our sales team. From start to finish, the integration of the software and support has been nothing short of phenomenal. Their entire team are very knowledgeable, efficient and nothing is ever too much. We look forward to using Avrion moving forward and continuing a great business relationship.”

Luke Hogg – Knoxford Fabrications