2 modules
Sales, patient care, and service all in one solution.
B2B / B2C Portals and Self-Service
We build portals for customers, partners, and employees that provide access to data and select processes online. This allows users to handle simple matters on their own without involving the support team.
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Effective self-service allows customers to resolve their issues without the need for assistance from the support team.
207%
The website's ROI over a three-year period
19→45%
share of self-service interactions
8,000→1,000
daily call volume
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Distinguishing Features
Why doesn't the portal limit communication and manual work?
Service is growing along with demand
Customers are asking about the status of their cases, documents, and recurring issues because they can't resolve them online. The volume of inquiries increases costs and service wait times.
The customer cannot see the status
The data remains in the CRM, ERP, and the team's inboxes. The user contacts a team member, who then manually retrieves the history and determines the next step.
The partner works outside the process
Quotes, orders, and attachments are exchanged via email. There is no data validation or single version of the truth, so operations teams correct errors and clarify exceptions.
The portal creates more silos
The website displays content but does not complete transactions in the source system. The team has to re-enter the data, and the customer does not trust that the information is up to date.
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What's Changing
From an online form to a self-service process
The portal becomes a digital gateway to the process, not a separate website. Identity, data, rules, status, knowledge, and escalation all operate within a single operating model.
A customer sends an email asking about the status of a case, order, or payment, and an employee searches for the information in several systems and manually prepares a response.
Users can view the current status, documents, and next steps based on their permissions, and they only need to contact support in exceptional cases.
The partner sends inquiries, orders, and attachments in various formats, so the operations team checks them for completeness and corrects the data before recording them.
The portal guides the partner through the required data entry and validation steps, records the transaction in the system, and confirms its acceptance and the next step.
A public form creates a message or record without any customer context, history, or process rules, so the team has to re-qualify each case.
Identity and context link the submission to an account, contract, product, or device, and routing forwards the complete case to the appropriate role.
The knowledge base provides general answers, but users still search for the correct procedure or call when their question requires information specific to their case.
The AI agent uses validated knowledge and context to resolve a simple request or escalate it, taking into account the history, intent, and collected data.
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Technologies
A single architecture integrates experience, data, and process execution
Power Pages It enables the process, Dynamics 365 maintains the relationship context, Azure integrates systems, and the AI agent helps the user move from a question to a result.
Power Pages
Microsoft Power Pages allows you to create secure B2B and B2C portals connected to Dataverse and your company's processes. We help you launch self-service features, forms, and partner support without having to build each solution from scratch.
Customer Service
Dynamics 365 Customer Service is a CRM solution for managing tickets, knowledge, queues, and SLAs. We help you integrate service channels, automate cases, and reduce response times without losing customer context.
Power Automate
Microsoft Power Automate automates workflows between applications, data, and users. We help eliminate manual tasks, integrate systems, and reduce process execution times without losing control over exceptions.
Copilot Studio
Microsoft Copilot Studio is used to build AI agents that leverage the company's knowledge and perform actions within systems. We help design, integrate, and manage agents that support employees, customers, and processes.
Azure
Microsoft Azure is a cloud platform that provides businesses with the scale, security, and flexibility they need to continue growing. We help you migrate systems, modernize your environment, integrate data and applications, and build solutions ready for automation and AI.
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Services
From Channel Strategy to Portal Scaling and Self-Service
We start with user tasks and the cost of the current channel. We design the user journey, data, permissions, and integrations; implement an MVP; and develop the portal based on adoption and results.
Implementations and Migrations
We carry out new implementations, migrations, and remediation projects, organizing data, processes, and integrations before the solution goes live. We manage the project from analysis and configuration through testing, production launch, and stabilization.
Change Management
We help organizations prepare for change by communicating its purpose, engaging users, and supporting the adoption of new tools. As a result, implementation doesn’t end with the launch of the system, but translates into a real change in the way the organization works.
Training and Workshops
We offer hands-on training and workshops on Dynamics 365, Power Platform, and business processes. We tailor the curriculum to users’ roles, their daily tasks, and their skill levels.
Support and Development
We maintain and enhance existing solutions by responding to incidents, user needs, and business changes. We combine ongoing SLA-based support with further optimization and system development.
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Case Study
20–30% of the time saved on daily tasks
SECO/WARWICK was wasting time searching for data on customers, equipment, and service. oneDynamics consolidated these processes in Dynamics 365, allowing the team to reclaim 20–30% of the time spent on daily tasks and to log and handle cases more efficiently.
INDUSTRY
Manufacturer / Heat Treatment Industry
REGION
Poland / customers in over 70 countries
PRODUCTS
Sales · Customer Service · Field Service
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How We Work
First, the user experience. Then, the portal, integrations, and adoption.
Journey Audit and Business Case
We map users, tasks, channels, volume, time, cost, data, exceptions, and risks. We select the MVP process and baseline KPIs.
Implementation of the portal and process
We design UX, brand identity, user roles, data, and integrations. We build Power Pages and test security, accessibility, and end-to-end processes.
Scaling and Optimization
We measure adoption, completion, deflection, cost, quality, and satisfaction. We improve the user journey, content, and AI, and add new processes.
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Numbers, not slides
What Works for Clients Who Have Placed Their Entire Company's Trust in Us
Five end-to-end projects from various industries. The same Microsoft tools, different results—because the initial questions were different.
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20–30%
Less time spent searching for information every day.
–40%
Less time needed to verify customer data in public records.
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2× faster
Operations and processes completed in half the previous time.
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LET'S TALK
Let's see what we can improve in your business
A brief conversation is all it takes to understand the challenge, evaluate possible approaches, and identify solutions that make real sense for your organization.
