Microsoft Solutions Partner for Business Applications
Customer Support Consulting Services
Years
D365 Customer Service, Copilot for Service, Omnichannel, AI Chatbots portals & Self-service portals
Built across the major agent ecosystems
Copilot Studio
Azure AI Foundry
AWS Bedrock
Google Vertex AI
OpenAI
LangChain / LangGraph
Customer Support Challenges That Slow Service
01
Customers can only reach you by email — no chat, no portal, no self-service?
02
Agents answering the same 20 questions hundreds of times?
03
No CSAT score, no resolution time measurement — flying blind?
Want AI for support but don’t know where to start?
What We Do
Modernize Support from First Contact to Resolution
01
Cases managed, not lost
D365 Customer Service gives every case a record: assigned, tracked, SLA-measured, and reported. No more email chaos.
02
Every channel, one platform
Connect email, chat, voice, SMS, social, and portal interactions through one agent workspace.
03
AI chatbot deflects the repetitive
An AI chatbot answers FAQs, checks order status, and creates tickets — so agents handle complex issues, not “what’s your return policy?”
Self-service portal for customers
Give customers a Power Pages portal to submit cases, track status, search knowledge, and access documents.
05
Copilot makes agents faster
Use Copilot to draft replies, summarise cases, suggest knowledge articles, and generate case notes.
06
Analytics that drive improvement
Track CSAT, response and resolution times, deflection, and agent productivity to identify service gaps.
Our Services & Capabilities
01
Support Strategy & Assessment
Assess support operations across key maturity areas and define a prioritised transformation roadmap with technology recommendations and cost considerations.
- Maturity assessment
- Gap analysis
- Roadmap
- Cost model
02
D365 Customer Service Implementation
Implement case management, queues, SLAs, routing, agent workspace, and knowledge management around your support processes.
- D365 CS
- Case management
- SLAs
- Routing
- Knowledge
03
Omnichannel Deployment
We deploy Omnichannel for D365: live chat, voice, SMS, WhatsApp, social media, and email — all routed to agents in a unified workspace.
- Omnichannel
- Live chat
- Voice
- SMS
- Social
04
AI Chatbot for Support
Build Copilot Studio or Azure OpenAI chatbots to answer questions, create tickets, and escalate to agents across supported channels.
- AI chatbot
- FAQ deflection
- Ticket creation
- Multi-channel
05
Self-Service Portal (Power Pages)
Build Power Pages portals for case submission, status tracking, knowledge search, and document access.
- Power Pages
- Self-service
- Case tracking
- KB
- Deflection
06
Copilot for Service Deployment
We deploy Copilot for D365 Customer Service: reply drafting, case summarisation, knowledge article suggestions, and case note generation.
- Copilot for Service
- Reply drafting
- Case summary
- KB suggest
07
Support Analytics & Ongoing Optimisation
Build Power BI dashboards and continuously improve CSAT, resolution, deflection, and agent productivity.
- Power BI
- CSAT
- Resolution time
- Deflection
- Optimisation
See specialist pages: D365 Customer Service · AI Chatbot Development
"What Does Your Support Need?" → Where to Go
| Your need | What we deliver | Specialist page |
|---|---|---|
“No case management platform” | D365 Customer Service implementation | |
“Customers can only email us” | Omnichannel deployment | → This page + D365 CS |
“Same questions answered 100x/day” | AI chatbot for FAQ deflection | |
“No self-service portal” | Power Pages customer portal | |
“No metrics or CSAT” | Analytics + dashboards | |
“Multiple issues — full transformation” | Support transformation programme | |
“Not sure where to start” | Support maturity assessment |
The Customer Support Technology Stack
A Connected Technology Stack for Modern Support
01
Case Management Platform
D365 Customer Service provides the foundation for case tracking, assignment, SLA management, customer context, history, and knowledge.
02
Omnichannel
Omnichannel for D365 CS — email, live chat, voice, SMS, WhatsApp, social media, and portal all routed to agents in one workspace. Customers choose the channel.
03
AI Chatbot (Customer-Facing)
Copilot Studio or Azure OpenAI enables chatbots to answer FAQs, check status, create tickets, and escalate conversations to agents.
04
Self-Service Portal
Power Pages enables customers to submit cases, track status, search knowledge, and access documents before contacting support.
05
Knowledge Management
D365 Knowledge Management provides searchable content for agents and customers, with knowledge surfaced during case handling and self-service.
06
Copilot for Service (Agent AI)
Copilot for D365 Customer Service assists agents with reply drafting, case summaries, knowledge suggestions, and case notes.
07
Analytics & Reporting
Power BI provides visibility into CSAT, response and resolution times, deflection, agent productivity, and performance trends.
Our Support Transformation Methodology
Security and governance should cover role-based access, Dataverse permissions, customer data handling, audit logging, environment strategy, retention requirements, knowledge article approval, chatbot content governance, escalation review, Copilot readiness, prompt control, and responsible AI guardrails.
Free assessment
We assess your current support operations, identify the biggest gaps, and recommend the starting point. No cost, no obligation.
Strategy & roadmap
We design the support technology strategy: platform, channels, AI, self-service, and analytics — prioritised and phased for your budget and timeline.
Platform implementation
We implement D365 Customer Service: case management, SLAs, routing, agent workspace, and knowledge base — configured for your process.
Channels & self-service
We deploy omnichannel (chat, voice, social), build the self-service portal, and launch the AI chatbot — reducing agent workload.
AI enablement
We deploy Copilot for Service and train agents — AI-assisted reply drafting, case summarisation, and knowledge suggestions.
Analytics, training & optimisation
We build dashboards, train agents and supervisors, and provide ongoing optimisation — measuring and improving CSAT, resolution time, and deflection.
It starts with a free consultation. No obligation.
Case Studies
Technology company, 5,000+ customers, email-only support.
Support via shared email inbox — no case tracking, no SLAs, no self-service. CSAT unmeasured. Team overwhelmed.
Full transformation: D365 Customer Service + Omnichannel (chat + email) + AI chatbot + Power Pages portal + Copilot for Service + Power BI dashboards.
Insurance company, D365 Customer Service already deployed.
D365 CS deployed but no self-service — customers calling for claim status, policy questions, and document requests.
Added AI chatbot (claim status, policy FAQ) + Power Pages portal (case tracking, document access) + knowledge base.
Professional services firm, 20 support agents, D365 Customer Service.
Agents spending 15 minutes per case reading history and drafting replies — slow handling time, inconsistent quality.
Deployed Copilot for D365 Customer Service: case summarisation, reply drafting, and knowledge article suggestions.
Industries We Serve
Technology
Product support, customer success, SaaS helpdesk
Insurance
Claims support, policy services, agent portals
Financial Services
Client services, complaint management
Healthcare
Patient services, referral management
Manufacturing
Warranty, parts, and technical support
Retail
Order support, returns, and customer engagement
Professional Services
Client support and project queries
Utilities
From deploying D365 Customer Service for a 10-agent team to transforming enterprise support operations with omnichannel, AI, and self-service.
Insights
AI Has Rewritten the Support Playbook (2026)
In 2026, AI is changing customer support expectations. Copilot for Service can help agents draft replies, summarize cases and find relevant knowledge articles. AI chatbots and self-service portals can reduce repetitive agent-handled work when the knowledge base, integrations and escalation paths are designed well. Organizations still running email-only support without workflow, self-service or analytics risk falling behind customer expectations.
01
Copilot for Service = 30% faster agents — reply drafting, case summarisation, and knowledge suggestions are now standard
02
03
Do we need ALL of these or can we start with one?
Start with the biggest pain point. If you have no case management platform, D365 Customer Service is usually step one. If repetitive questions are consuming agent time, an AI chatbot may be the right starting point. If customers cannot track cases or find answers, a portal and knowledge base can reduce avoidable contacts. The maturity assessment identifies the highest-impact priority and phases platform, channels, AI and analytics around your readiness.
Frequently Asked Questions
What is customer support consulting?
We help organisations transform their customer support operations: implementing the right platform (D365 Customer Service), channels (omnichannel), AI (chatbots + Copilot), self-service (portals + knowledge base), and analytics — so support is faster, cheaper, and better.
What platform do you recommend for customer support?
Typically 30–40% reduction in agent-handled volume for FAQ-heavy support. Chatbots answer repetitive questions, check order status, and create tickets — the volume that doesn’t need a human. Impact is measurable within the first month.
How much does support transformation cost?
How quickly does an AI chatbot reduce call volume?
Typically 30–40% reduction in agent-handled volume for FAQ-heavy support. Chatbots answer repetitive questions, check order status, and create tickets — the volume that doesn’t need a human. Impact is measurable within the first month.
What is Copilot for D365 Customer Service?
Microsoft’s AI assistant for support agents: drafts email replies from case context, summarises case history, suggests relevant knowledge articles, and auto-generates case notes. Reduces average handling time by 25–35%.
Can you add AI to our existing D365 Customer Service?
Yes — if D365 CS is already deployed, we can add Copilot for Service, AI chatbot, self-service portal, and analytics as incremental improvements. No need to re-implement the platform.
What is omnichannel for customer service?
Routing customer conversations from multiple channels (email, live chat, voice, SMS, WhatsApp, social media, portal) into a single agent workspace in D365 Customer Service. Agents see one view; customers choose their preferred channel.
How does a self-service portal reduce support volume?
Customers submit cases, track status, search the knowledge base, and access documents — without calling or emailing. Typically deflects 15–25% of support volume. Built on Power Pages, connected to D365 Customer Service.
Book My Free Support Assessment
Tell us the task you have in mind. We’ll assess whether an agent suits it, at what autonomy level, and what the first step should be.
- No cost, no obligation
- Typically responds within 4 business hours
- Confidential — your data isn't shared
- Support modernization specialists
Typically responds within 8 business hours · Confidential