AI Powered Customer Service Transformation with Dynamics 365

A global manufacturer of grills, heating and ventilation systems, and fireplaces needed to modernize customer service across its customer, dealer, and field service channels. Yet service interactions were managed through fragmented CRM systems, manual complaint workflows, email- and call-based dealer coordination, and a third-party IVR that was not fully integrated.

These disconnected processes created service blind spots, slowed issue resolution, and made it difficult to deliver consistent, accountable support across the customer and dealer ecosystem. 

The company’s customer service operations were fragmented across regional CRM systems, dealer communications, direct customer channels, and a non-integrated IVR. This limited visibility into customer history, product issues, warranty cases, service requests, and dealer interactions.

Manual complaint handling, email-led dealer coordination, and repetitive service tasks slowed response times, increased missed case risk, and made it difficult to diagnose product issues quickly.

The business needed to move from reactive, manual service operations to a connected, AI-enabled service model built for faster response, stronger dealer accountability, and scalable customer engagement. 

• Implemented Microsoft Dynamics 365 Customer Service as a unified platform for customer, dealer, and service engagement.
• Integrated calls, chat, voicemail, chatbot, and IVR to enable omnichannel interaction management and automatic case creation.
• Enabled Dynamics 365 Copilot and AI-powered routing to support faster case handling, contextual service response, and reduced agent workload.
• Built a dealer self-service portal using Power Pages for complaint submission, case tracking, document upload, and communication visibility.
• Introduced “Mirror Me,” a video-enabled remote diagnostics capability to validate product issues, capture visual evidence, and support warranty resolution.
• Automated service workflows including case acknowledgments, SLA tracking, escalations, approvals, follow-ups, and task creation. 

• Created a unified customer, dealer, product, and service view to improve response consistency across channels.
• Reduced missed complaints, duplicate case creation, manual follow-ups, and dependency on email/call-based dealer coordination.
• Improved dealer accountability and service turnaround through self-service case submission, tracking, documentation, and communication visibility.
• Accelerated product issue diagnosis through video-assisted support, reducing unnecessary field service dispatches and improving warranty resolution.
• Increased service team productivity by automating repetitive tasks, SLA tracking, escalations, approvals, and case updates.
• Established a scalable AI-enabled service platform for future analytics, product issue insights, self-service expansion, and digital customer experience transformation.