Customer Service Impact | Microsoft Dynamics 365

The Total Economic Impact™ of Microsoft Dynamics 365 for Customer Service

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Explore the financial impact of Dynamics 365 for Customer Service on six diverse companies facing challenges with their legacy customer support systems, and evaluate whether the same solution could benefit your business.

In this 2018 Forrester Consulting study commissioned by Microsoft, analysis shows that by implementing Dynamics 365 for Customer Service, a composite organization based on those interviewed benefited from an ROI of 259 percent over three years. Other findings include:

  • Businesses that deployed Dynamics 365 for Customer Service made their organizations notably more competitive and efficient.
  • An automated interface and aggregated customer data improved customer retention rates and the job satisfaction of customer support teams.
  • Business organizations had more control over IT development, leading to faster implementation and better customer engagement.
  • Technology advances like artificial intelligence (AI), process automation, and enhanced self-service capabilities like chatbots have made it easier than ever to deliver great customer service.
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