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How to increase your helpdesk satisfaction using Dynamics 365

Amaxra's business has scaled up to offer significantly more services than when we started just over ten years ago. When we began, Amaxra delivered consulting services to a just handful of small-to-midsized (SMB) and enterprise customers. From those humble beginnings our business has organically grown to the point where we now offer cloud-based IT services, cybersecurity, and marketing automation to global enterprises. As our growth continues—and even accelerates—we've found that our multiple service offerings places an increasing demand on the Amaxra IT support desk.

Excellent customer relationships are crucial to success

To manage all the various types of customer interactions Amaxra consultants and back-office employees engage in, we chose a cloud-based Microsoft Dynamics 365 solution. As a Gold-level Microsoft Partner with numerous successful Dynamics 365 deployments, we knew that Dynamics 365 for Customer Service would be a feature-rich solution to meet our need for a helpdesk system to support our customers. The tight integration between Dynamics 365 for Customer Service and Amaxra's existing Microsoft Office 365 deployment meant we stayed in the Microsoft ecosystem; eliminating the potential costly headaches often associated when trying to integrate two systems from rival software vendors.

To achieve our desired business outcome with Dynamics 365 as a helpdesk solution, we enabled the built-in feature to automatically convert emails received from a "support@example-dot-com" Microsoft Outlook mailbox into a Dynamics 365 Case. This automation would eliminate the need for a human customer support representative to fill out a support ticket (or "case") and then assign it to whomever could fix it. By automating this process through software, Amaxra would be optimizing our valuable and limited human capital.

As our new helpdesk process began to scale up, we soon identified a few challenges and gaps with the built-in Dynamics 365 email-to-case feature. While the issues were not impacting our delivery of customer support, we could see that the out-of-box feature wouldn't be as effective when Amaxra added more customers. But adding the functionality we wanted into Dynamics 365 would incur significant custom development efforts to build. And because we always want our solutions to scale and grow, there would be an added cost to then maintain compatibility between our customized Dynamics 365 feature and all future cloud-delivered updates to Dynamics, Outlook, and other Microsoft software Amaxra uses.

Partnering with a specialized ISV

Amaxra searched and found an elegant solution to these issues by partnering with Zap Objects. A Microsoft Independent Software Vendor (ISV), Zap Objects develops third-party applications for the Dynamics 365 Customer Engagement platform. They have an extensive portfolio of Dynamics 365 apps with experience in supporting Dynamics 365 customers globally. Amaxra leveraged the ISV's flagship product, the Zap Helpdesk – Email to Case App, to streamline our helpdesk support process from within Dynamics 365.

After implementing the Zap Objects: Helpdesk – Email to Case App, we found it not only enhanced Dynamics 365's inherent email-to-case process but also extended the customer service module with many additional features. Some of the new features we found to be most valuable are:

  • Automatic copying of email body to the Dynamics 365 Case description field
  • The ability for support agent to forward email to create a new Case and automatically have the Case-Customer field link to the original sender
  • Quick email reply using canned responses

There are many more features, but out of those three we have found the quick email reply feature to significantly reduce response times—resulting in an overall improvement in the customer experience.

Amaxra uses the Zap Objects app to better manage helpdesk support cases in Dynamics 365 with increased efficiency and deliver a better experience for our customers. You can leverage our deployment experience and partnership with Zap Objects to bring these Dynamics 365 support process enhancements to your business, too.

Contact us at solutions@amaxra.com or call 425 749 7471 for a no-obligation consultation from one of our optimization experts.

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