Simplifying Customer Communication Processes with Dynamics 365

Managing customer communications isn't always easy – especially when you're dealing with multiple customers across a variety of different channels, all at the same time.

Using Microsoft Dynamics 365 as a basis, Tisski have created a complaints, compliments and comments solution that works to capture, prevent and resolve customer complaints.

The system provides customers with a self-service portal, allowing them to easily raise complaints, give compliments and add comments using their preferred communication channel. They’ll also be able to monitor progress throughout the process and receive regular, automated updates, saving them time and hassle. Customers can also access a self-service knowledge base, offering them answers and resolutions to some of their most common queries, without needing to wait to speak to a customer service agent – boosting customer satisfaction and reducing staff workload.

For customer service agents, the system offers them a simpler way to manage their customer communications, with the ability to capture case details automatically and quickly review case history, helping them stay on track and provide a consistent process. The complaints system also offers real-time dashboards and comprehensive reporting, improving data-driven decision making and reducing time spent on case resolution.

The graphic below demonstrates how the complaints, compliments and comments solution works to streamline end-to-end management of the complaints process and how it can reduce the time and costs involved. From reporting the initial complaint through to reaching a resolution, our solution supports your organisation and its customers from start to finish.