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?

“After almost a year of trying unsuccessfully to engage with our existing partner, trying to get them to talk about upgrading and personalising the system, we decided to switch over to Avrion. Avrion had been in conversation with us and once we engaged with them, they immediately gave us something unique. They allowed us to effectively have an off-the-shelf CRM system that we could customise – at affordable rates. Rates that are competitive for SMEs.”

Cole Fellows – The Insurance Network

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

Tracey Hammond – Dengie

“Avrion is an agile, approachable, friendly company. They are easy to deal with and deliver on what they set out to achieve.”

Tom Crowther – Belvoir

“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

“We were looking for best service provider for our CRM system and we came across with Avrion in 2016 and since then we have never turned back in terms of CRM system. This was our best step to move with Avrion as they understood our requirement quickly with excellent solutions and also within our budget. Working with Avrion is wonderful experience; we never need to approach them for any issues as they are always one step ahead by taking regular follow-ups. They are quick and punctual in terms of completing project. We have undertaken many projects so far and are more than happy to say that their solution is up to the mark. Avrion's people are the greatest asset of the company. I really recommend Avrion not only CRM system but for many other IT solutions as well.”

Satish Ghaghada – CWC

“Working with Avrion has been easy – not just because they understand the business, but because they are open to helping make things work. The answer is almost never “no” – but if it is – there is always an alternative solution to get around the issue put forward.”

Charlotte Hurrell – Belvoir Group

“I'd 100% recommend Avrion. It's been a dream working with them. They have helped us at every point in this process. I've worked with people in the past where there's a bit of tension, but with Avrion they always helped to direct our journey, in a way that was working with us as a partner, over anything else.”

Jasmin Dudden – Restore Datashred

“Connolly's Red Mills have been working with Avrion since 2017 with our Maximizer implementation and have found them to be a great company to deal with, projects completed in a timely manner to a high standard.”

David Dewberry – Connolly’s Red Mills

“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

“Avrion has, from the start, been very honest and clear about what we can achieve without spending vast sums of money on an entirely new system. We now have a system that can evolve as the development does, to improve and continually improve account visibility for our homeowners and improve cash flow by utilising the automation that we required.”

Carly Cullen – Priors Hall Park Management