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 delivering Dynamics 365 Customer Service consulting, implementation, and support services for organizations seeking to improve customer experience and service efficiency.
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.
Real-time customer service insights and reporting.
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.
From discovery and configuration to migration, training, and go-live support, we ensure a seamless implementation experience.
We audit your current environment, processes, integration landscape, and data architecture. No configuration begins until we fully understand your requirements.
Our Microsoft consultants configure customer service workflows, integrations, and automations in a dedicated development environment.
We map, cleanse, transform, and validate legacy customer service data before migration, ensuring accurate and reliable data in your Dynamics 365 Customer Service 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 a dedicated Powercret team on standby for the first 30 days post-launch – so any issues are resolved before they become problems.
Ongoing Dynamics 365 Customer Service support with SLA-backed monitoring, user assistance, system enhancements, and release management.
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.
