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?

“We created an automation wish list for Avrion, who were brilliant at listening and communicating as they tailored the project specifically to the scope.”

Carly Cullen – Priors Hall Park Management

“We first came across Maximizer Sales Leader Edition (SLE) when looking for a CRM system with quoting functionality to replace an aged manual system based mainly on Excel! From development to implementation, each stage was found easy to transact and made easy to understand with the support offered found to be exceptional. Our main area of focus was to improve systems to reduce stress on resource with minimal impact on the team – this was achieved with great success & the system welcomed.”

Liane Atherton – AAF Air Filters

“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

“Integrating over 30 acquisitions, meant harmonising over 60 customer databases. Impressive, but of little use if the data is unstructured. Maximizer meant structured data, yes it requires focus, but the output is efficient to say the least; the new improved pipeline made us twice as effective, cross selling across the 5 business units - closure went up 4-fold. Integrating this with front line operational calls gave us a holistic view, reducing hundreds of days spent on internal calls, joining up the dots for our customers. Opportunities grew by over 20% with straightforward data polishing. The icing on the cake was with GDPR, good process with opt-outs and customer choice on contact options. When you feed this into the business it allows us to be focussed on the day-to-day operation, the back-end processes of store, scan and shred just become slicker – our focus with customers substantially better. Hundreds of hours freed up for improvements on invoicing, value added services, the day to day delivery with document management”

David English – Restore plc

“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

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

Chris Howard – BearingNet

“I’m using Power BI a lot more now than I did when we started with creating refreshable dashboards for the Senior Leadership Team and other management levels showing different elements of the business. We are doing this by implementing the data warehouse built by Avrion, which is very handy. I love Power BI and think it is such a great tool that every business can have/use as it turns your raw data into a story that shows different aspects from the company over time.”

Dan Costin – Restore Datashred

“With our workload and team outgrowing our old method of workflow management, we needed a solution. Having worked with Avrion in the past, we asked them to take a look. Dave, Nick and Sam took the time to go through our process with us. It was decided that a ticketing system was required - the guys set up what we required and assisted us whilst we inputted our data and got it going. I think the level of customer service we have received from Avrion is 5 stars.”

Mike Bevan – SPM Instrument UK

“We found the team at Avrion really understood our needs. It felt like they’d seen it all before, and that gave us confidence from day one. With Maximizer CRM, what it really does is allow us to track that from start to result stage… it’s helped change the mentality of our business.”

Chris Harrison – Heidelberg Materials Contracting

“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