D365 Customer Service Accelerator
Auto Case Creation
& Management
Eliminate manual triage with AI-powered case automation on Microsoft Dynamics 365. Every email, chat, and portal submission auto-creates, categorises, and routes to the right agent — in seconds, not minutes.
3–5 Week Deployment
70% Faster Resolution
No Custom Code Required
Incoming Cases — AI Auto-Routed
P1
Payment gateway timeout — order #84291
AI Routed
P2
Account login issue — 3 failed attempts
AI Routed
P3
Product returns query — invoice #7120
AI Routed
P2
SLA breach risk — escalation pending
Escalated
247
Cases Today
90%
Auto-Routed
4.2m
Avg Response
99%
SLA Met
Copilot: 3 P1 cases trending — recommend opening overflow queue to reduce breach risk.
0
% Faster Case Resolution
0
% Auto-Routing Accuracy
3×
Agent Productivity Gain
99.9%
SLA Compliance Rate
Email-to-Case AutomationNLP Field ExtractionSkills-Based RoutingDuplicate DetectionReal-Time SLA DashboardsCopilot Case SummariesFull Audit TrailOmni-Channel Ingestion
Email-to-Case AutomationNLP Field ExtractionSkills-Based RoutingDuplicate DetectionReal-Time SLA DashboardsCopilot Case SummariesFull Audit TrailOmni-Channel Ingestion
Real-World Applications
Proven Results in Action
Measurable outcomes across channels and industries — from day one of go-live.
Email-to-Case Automation
Parse inbound emails using Azure NLP to auto-create, categorise, and assign cases in Dynamics 365 without any manual intervention. Subject, priority, category, and product fields extracted automatically.
85% reduction in manual data entry
Omni-Channel Case Capture
Auto-create cases from web chat, social, phone transcripts, and portal submissions with intelligent deduplication. Five channels unified into one queue — agents see a single view of the customer.
5 channels unified in one queue
AI-Powered Case Routing
ML models analyse case content and real-time agent skills to route every case to the right team member instantly. Workload balancing prevents queue pile-ups and ensures fair distribution.
40% improvement in first-call resolution
Real-Time SLA Monitoring
Live dashboards track every case against SLA thresholds. At-risk cases are auto-escalated to managers before breach occurs. Full visibility for supervisors, QA, and leadership teams.
99.9% SLA compliance achieved
Core Capabilities
Pre-Built, Ready to Deploy
Pre-configured components on Dynamics 365 Customer Service — no custom code, go-live in under 5 weeks.
Instant Case Ingestion
Process thousands of inbound messages per hour from any channel with sub-second response. Email, chat, portal, social, and phone transcripts all handled automatically.
NLP Field Extraction
Azure AI Language reads case content and auto-populates subject, priority, category, product, and sentiment. No manual triage needed from your agents.
Skills-Based Routing
Match every case to the best available agent using real-time skill matrices, workload balancing, and SLA priority. Fully configurable via no-code admin interface.
Power BI Dashboards
Pre-built dashboards for CSAT, resolution time, volume trends, agent performance, and SLA compliance — live from day one of go-live.
Duplicate Detection
Configurable similarity scoring auto-merges duplicate cases or flags them for agent review, reducing noise, double-handling, and customer frustration.
Compliance & Audit Trail
Complete case history and immutable audit logs hosted in your Azure tenant with role-based access. Built for SOC 2, GDPR, HIPAA, and security compliance.
Performance Impact
Measurable Outcomes
Quantifiable improvements from day one across all deployments.
Reduction in Manual Case Entry85%
Increase in Agent Productivity72%
Improvement in CSAT Scores64%
SLA Compliance Rate99%
Industries Served
Built for Your Sector
Tailored configurations for the unique demands of each industry.
Financial Services
Healthcare
Telecommunications
Manufacturing
Retail & E-Commerce
Government
Implementation Journey
Live in 5 Focused Weeks
A structured, low-risk path from kickoff to go-live — with hypercare support throughout.
1
Week 1
Assess & Map
Channel inventory, routing logic design, and current-state analysis.
2
Week 2
Configure
Email parsing rules, routing matrices, workflow templates, escalation policies.
3
Week 3
Integrate
Connect email, chat, portal, and ticketing systems with pre-built connectors.
4
Week 4
Test & Train
UAT cycles, agent training, SLA threshold calibration, and dashboard setup.
5
Week 5
Go-Live
Phased channel rollout with hypercare support and continuous monitoring.
Business Impact
ROI Within 90 Days
Clients consistently report these gains within 3 months of go-live.
70%
Reduction in case handling time
3×
Increase in agent case throughput
85%
Less manual data entry per case
40%
Improvement in first-contact resolution
FAQ
Common Questions
How long does deployment take?
A standard deployment takes 3–5 weeks. Complex multi-channel setups may extend to 8 weeks. All deployments follow our structured 5-phase methodology with fixed milestones.
Does it work with existing email and CRM systems?
Yes. The accelerator integrates with Exchange Online, Office 365, Gmail, and most IMAP/SMTP servers via pre-built connectors. It runs natively on Dynamics 365 Customer Service — no separate database required.
Can we customise routing rules and escalation policies?
All routing rules, skill matrices, SLA thresholds, and escalation policies are fully configurable through a no-code admin interface. No developer involvement needed for ongoing changes.
What AI technology powers the NLP extraction?
We use Azure AI Language services including Named Entity Recognition and text classification, hosted entirely in your Azure tenant. Your data never leaves your Microsoft environment.
How does it handle duplicate cases?
Configurable similarity scoring on subject line, contact details, and recent case history auto-merges duplicates or flags them for agent review. All thresholds are fully adjustable.
What ROI can we expect?
Clients see 70% reduction in case handling time and 3× agent throughput within 90 days. SLA compliance rates typically reach 99%+ within the first month of full deployment.
Get Started
Ready to Automate Your Case Management?
Join enterprises that have cut resolution times by 70% with our Dynamics 365 accelerator. Get a free personalised demo from SchwettmannTech's certified consultants.