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.