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Service CRM

The service capabilities for Microsoft Dynamics CRM empower companies to deliver end-to-end, self, assisted and onsite service. Our industry leading technologies, including machine learning, IoT and analytics, give our purpose-built solution the breadth and depth necessary for your organisation to meet the challenges of an evolving customer service landscape – and position your brand to capitalise on an everything-as-a-service economy.

CRM for better customer service

Marry content and commerce

Customer Driven | CRM launch event

Watch the recent event on demand and hear from a panel of experts including Rolls-Royce on how digital is transforming customer engagement.

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Earn loyalty. Empower agents. Stay agile.

Delivering exceptional customer experiences means that every interaction matters. Service by Microsoft Dynamics CRM empowers agents with everything they need to deliver superior service - from one consolidated view - giving agents the opportunity to focus on their customers rather than on navigating multiple screens and systems.

The service capabilities for Microsoft Dynamics CRM can help you earn customers for life through personalised omni-channel service, increased productivity, actionable insights and adaptive service models.

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Read the latest Gartner Magic Quadrant for Customer Engagement Centre

Microsoft has acquired Adxstudio

Microsoft and Adxstudio

Microsoft has reached a definitive agreement to acquire key product and technology assets of Adxstudio Inc., a provider of web portals, online engagment solutions and application lifecycle management solutions for Microsoft Dynamics CRM. 

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For additional information on recent Dynamics CRM acquisitions, please visit the Newsroom.

Omni-channel service

Offer service anytime, anywhere

On average, consumers leverage two to three channels during a single service enquiry. Enable your customers to engage effortlessly with your company through the channel of their choice using any device. 

Organisations using the service capabilities for Microsoft Dynamics CRM have a 360-degree customer view, including critical data from social interactions and voice of the customer feedback. Real-time and historical insights delivered on a unified platform ensure contextual, personalised and consistent engagements.


Make customer service effortless

84% of online consumers use web or mobile self-service to find the answers they need on their own.* Provide them with branded self-service options that leverage an organised, searchable knowledge base to deliver consistent, up-to-date answers and personalised information, and a community experience for peer-to-peer support and direct interaction with your subject matter experts. 

The self-service capabilities for Microsoft Dynamics CRM, can be localised on product and Facebook fan pages, or embedded within kiosks and games – transforming the experience into an everyday interaction for your customers.

Learn how Ask.com provides self-service convenience and personalised care

Learn more about Parature

Agent enablement

Empower agents. Wow customers.

Empower agents with a single, unified experience to deliver fast, amazing customer service from a desktop or mobile device. Agents can access every source of information they need, across a diverse environment, to provide more personalised care. Our customer service CRM solution allows them to leverage guided resolution features, such as call scripting and policy adherence, and a process-driven user experience, all from a centralised view.

Microsoft Dynamics CRM enables customer service agents to manage cases faster and to provide differentiated levels of support, with integrated knowledge. With mobile service capabilities, organisations can expand their resource pools and free agents from their desks, helping to increase agent efficiency and to reduce cost per case.

Onsite service

Smart onsite care

Provide world class customer experiences while maximising efficiency and minimising costs. Our mobile-enabled solution provides a comprehensive set of tools and insights designed for high-touch interactions, empowering your organisation to create positive and memorable customer experiences. 

The field service capabilities for Microsoft Dynamics CRM keep the customer at the center of your business through smart scheduling and optimised resource utilisation – providing a faster time to ROI.

The project service automation capabilities for Microsoft Dynamics CRM unite people, process and technology to deliver on-time, on-budget professional engagements, making your organisation an integral part of the entire customer journey.

Download our social intelligence guide to service
Learn more about field service capabilities
Learn more about project service automation capabilities


Provide the right answers at the right time.

Easily connect the right person with the right knowledge at the right time to answer service needs. The service capabilities for Microsoft Dynamics CRM empower organisations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.

Learn five simple steps to building a great business case for knowledge management

Learn more about Parature

Service intelligence

Analyze and anticipate

Identify trends, anticipate opportunities and gain powerful insights into customer behavior, agent productivity and onsite service experiences. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities.

The service capabilities for Microsoft Dynamics CRM empower organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.

Read Gartner's Magic Quadrant for Business Intelligence and Analytics Platforms

Explore our other solutions

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Engage customers one to one across channels, build your sales pipeline, and demonstrate the impact of your marketing investments—in real time.

Sales CRM

Provide the essential insights, guidance, and tools that salespeople need to find the right customers, win the right deals, and harness the power of the entire organisation.

Social CRM

Find social insights about your brand, products, and services to gain a true understanding of sentiment about your business.

Deliver amazing customer experiences for less

Prices start at £ 40.50/user/month  

View complete pricing details

Help and support

Resources for customers

Not a customer yet? We have your back.
The right Microsoft Dynamics support plan can help you get the most out of your solution and transform your software from great to exceptional.

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Service help and support plans
* Snow, Richard J. "The Real Truth on Agent Performance and Workforce Optimisation." Ventana Research. September 19, 2013.