Modern, Scalable digital solutions built for evolving market demands
Seamless deployment with expert guidance from planning to launch
Proactive monitoring maintenance, and support.
Seamless deployment with expert guidance from planning to launch
Powercret is a Microsoft Dynamics 365 Customer Service implementation partner configuring case management, omnichannel agent workspace, knowledge base, SLA enforcement, and AI-powered Copilot assist in one unified platform, built for the way your service team actually works.
We enhance Customer Service with AI-Driven Case Management, Automation & Omnichannel Engagement for faster resolutions.
Full case lifecycle from intake to resolution - configurable queues, routing rules, and escalation logic.
Unified inbox for email, chat, voice, WhatsApp, SMS, and social media - one agent desktop, zero context switching.
Structured articles, AI-suggested content and versioning – surfaced to agents and customers at the point of need.
Configurable SLAs with timer tracking, escalation triggers and entitlement management per customer or contract.
Real-time AI suggestions, case summaries, next-action prompts, and email drafting embedded in the agent workspace.
Post-case satisfaction surveys triggered automatically by case closure or SLA breach events.
Skills-based routing, queue prioritisation, and AI-assisted assignment for complex service environments.
Self-service chatbots that can answer Tier 1 questions and pass the customer on to an agent with full context – no re-asking questions.
Service dashboards, SLA compliance, agent performance metrics, and Power BI integration.
Full customer history cases, purchases, contracts, interactions visible to each agent at case open
Seamless escalation of service cases into field work orders when on-site resolution is required.
AI automatically summarizes customer cases, reducing resolution time and improving agent efficiency.
AI assigns cases to the right agent based on skills, priority, and past interactions.
Copilot surfaces relevant help articles instantly to speed up issue resolution.
AI detects customer sentiment, so it can escalate urgent or high-risk cases.
Streamline case management and collaboration, without switching tools.
Automate case routing, escalations, and notifications to improve response speed.
Build a 360° customer profile for personalised & proactive support.
Provide seamless support across chat, email, voice and social channels
Boost support with chatbots, sentiment analysis, and smart case classification.
We audit your current environment, processes, integration landscape, and data architecture. No configuration begins until we fully understand your requirements.
We design the end-to-end solution, scope of modules, data model, security roles, integrations and customisation approach – documented for stakeholder sign off prior to the build starting.
Our certified Microsoft consultants configure all modules, workflows, integrations, and automations in an isolated development environment.
We map, transform, cleanse and validate all legacy data prior to migration – ensuring no dirty or incomplete data reaches your production environment.
Your team tests real business scenarios in a pre-production environment. We manage the test plan, defect log, and sign-off process end to end.
Managed cutover with dedicated Powercret team on stand-by for first 30 days post launch – so any issues are resolved before they become problems.
Structured support with SLA covering release management, enhancement requests, user support and proactive system monitoring post go-live.
Dynamics 365 Customer Service is an AI-powered customer support platform that helps organizations manage customer interactions, case resolution, knowledge management, and omnichannel engagement.
Yes. It supports email, live chat, voice, SMS, digital messaging and self service experiences.
A baseline implementation covering case management, one or two channels, and SLA configuration typically takes 10–16 weeks. Omnichannel, Copilot, and bot implementations add scope. Powercret provides a scoped estimate after a discovery session.
