MoreYeahs standardized SLAs, case routing, and feedback capture on Dynamics 365 Customer Service for a multi-region service management organization.
The client is a multi-region service management organization operating across the USA and Europe, managing a high volume of customer cases across diverse channels and engagements.
The organization needed structured SLA frameworks, intelligent routing, and feedback capture to drive continuous service improvement, and engaged MoreYeahs to bring consistency and automation to its customer service operations.
Service delivery lacked the automation and governance needed to meet growing customer expectations and internal quality benchmarks.
Inconsistent SLAs — SLA definitions varied across regions and teams, making case handling unpredictable and service performance difficult to measure objectively.
Manual Case Routing — Cases were often assigned incorrectly or slowly, contributing to slower first-response times and reduced customer satisfaction.
Limited Automation — Agents spent disproportionate time on low-complexity, standard inquiries rather than cases requiring expert intervention.
No Structured Feedback Loop — Without a reliable mechanism to capture customer satisfaction data, there was no way to drive measurable service quality improvements.
MoreYeahs delivered service management solutions across multiple engagements, establishing a consistent and reusable framework for case handling and SLA compliance.
Standardized SLAs & Routing — SLAs, case routing rules, and automated response templates standardized service delivery across all regions and channels.
Automated Feedback Loop — Power Automate enabled automated replies, escalation triggers, and CSAT survey dispatching to close the feedback loop systematically.
Service Analytics — Dashboards gave operations teams real-time visibility into SLA performance, backlog health, and customer satisfaction trends.
Delivery began with workshops involving regional service leads to align on SLA definitions and routing logic before configuring Dynamics 365 Customer Service.
Regional Alignment — Workshops with regional service leads aligned SLA definitions and routing logic before configuration began.
Unified Omnichannel Routing — A single routing model directed cases to the right queues and agents based on skill, priority, and SLA urgency.
Automated Flows — Power Automate flows handled auto-replies for standard inquiries, escalation triggers, and structured feedback requests on case closure.
Iterative Rollout — Configuration and testing with regional teams ensured the solution reflected the nuances of each market's service model before go-live.
The solution was built on Dynamics 365 Customer Service, leveraging its native SLA management, case routing, and omnichannel capabilities.
Case triage became significantly faster and more consistent, with routing rules ensuring the right agent or team received each case based on predefined criteria.
Faster, Consistent Triage — Routing rules ensured the right agent or team received each case based on predefined criteria.
SLA Transparency — Service leaders gained clear visibility into adherence rates, at-risk cases, and backlog trends across all regions.
Systematic Feedback Capture — The organization could now capture customer satisfaction data systematically and use it to identify improvement areas.
The standardized service management framework is now reusable across new regions and engagements, reducing the effort required to scale operations.
Reusable Framework — The service management framework can be extended to new regions and engagements without rebuilding from scratch.
Governance at Scale — A clear governance model for configuration changes keeps regional variations from fragmenting the core service framework.
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