A custom Dynamics 365 case management system to support the activities of our IT division

Akita Intelligent Solutions assisted our IT managed service division in the deployment of a Dynamics 365 case management solution for its busy helpdesk.

Scalable support

Akita’s IT division supports over 250 organisations located across London and the South East. It’s vitally important for the delivery of excellent customer service that it keeps accurate records of IT support requests. To resolve issues quickly, the team also needs to know the specifics of each organisation’s IT systems and have information in an easily accessible format.

There’s also a requirement for the operations team to schedule engineers to attend locations to deliver proactive IT support as well as undertake project works.

It was clear that having these requirements in separate systems was unproductive as it did not provide a holistic experience of customer experience. Yet few products available could provide this out of the box.

To aid our sister division, Akita Intelligent Solutions tailored a Dynamics 365 Customer Service case management system, combined with Dynamics 365's field scheduling solution.

Dynamics 365 Case Management System

Using Microsoft Dynamics 365 Customer Service as a start point, Akita Intelligent Solutions created a tailored case management system to support the IT division’s 24/7 helpdesk. Support requests are logged by phone, email or a dedicated customer portal where they can then be prioritised and assigned to specialist engineers by the helpdesk manager.

microsoft dynamics 365 case management case study

As engineers address each support request, the Dynamics 365 case management system will show them previous support requests for that organisation (to see if there are any support trends), specifics of that organisation’s IT setup, and links to similar issues should they require any guidance. With all the information available to hand, issues can be resolved quickly.

The IT division works to strict response SLAs. So all data on support requests and response times are amalgamated and displayed prominently for the team via a live Power BI report on a wall-mounted display.  Customers too can also see information relating to past and outstanding support issues from within Akita’s Customer Portal (created using Power Apps Portals).

Dynamics 365 Field Service 

Our work for the IT division also involved tailoring Dynamics 365 Field Service for the deployment of IT engineers. Dynamics 365 prompts our operations team when organisations are due for proactive IT maintenance. Coordinating suitable dates with customers via Outlook, the operations team can then engineers based on the tasks required and their skills set (details of which are held in Dynamics 365). Engineers’ schedules are then assigned via Outlook and replicated within Microsoft Teams so they have easy to access records on the go.

dynamics 365 case management

Importantly, any feedback from our Dynamics 365 case management system is also fed into proactive IT maintenance time. This information is recorded within a custom Power App solution that engineers review for each visit. Engineers can then spend time investigating the sources of a customer’s most common IT issues, either resolving the issue once and for all or providing a recommended improvement to the customer.

The result of the combined Dynamics 365 Customer Service and Field Service setup is a more complete picture of the service that the IT division delivers. With key data points now available from one system, the IT division can continue to improve its service delivery and find new efficiencies in the way it works.

To discuss case management systems in Dynamics 365 Customer Service, or Field Service solutions, please get in touch:

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