2 modules
Sales, patient care, and service all in one solution.
Customer Service and Contact Center
We bring together tickets, calls, customer history, and knowledge in a single workspace. Automation, routing, and AI-powered support help reduce handling times and maintain a consistent standard across every channel.
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Efficient service management integrates all channels, case history, and team accountability.
60–80%
less manual labor in processes
95%
franchisees use the portal
3 274
cases registered in the system
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Distinguishing Features
Where Customer Service Loses Time, Quality, and Customer Trust
The customer reports the problem again
The contact history is scattered across phone calls, email, and the CRM. The consultant starts by gathering context, while the customer wastes time and loses trust in the company.
Cases are making the rounds
Routing is based on the channel or available agent, rather than on intent, priority, and competence. As a result, transfer rates, resolution times, and contact costs are increasing.
Knowledge Out of Context
The procedures are spread across many files and depend on the employee's experience. Answers vary from consultant to consultant, and it takes too long to train new employees.
Quality assessed on a random basis
The supervisor reviews a small sample of calls because the recordings, transcripts, and case outcomes are not linked. Risks and coaching needs remain hidden.
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What's Changing
From scattered interactions to predictable service across every channel
Change begins with a shared definition of the issue, the priority, and the solution. Every interaction is routed to the appropriate channel, and the data from those interactions feeds back into operational decisions.
Phone calls, emails, and chat messages are handled separately, so the customer service representative is not aware of previous arrangements or the current status of the matter.
Contacts are linked to the customer and the case, and the team works within a shared context regardless of the channel.
The request is placed in the first available queue, and the transfer becomes a way to find someone with the right expertise.
Routing takes into account intent, priority, expertise, and workload to increase the likelihood of resolving the issue on the first contact.
The consultant searches for a procedure, creates a note, and classifies the case manually, which prolongs the call and increases the amount of work required after the call.
Copilot and Voice AI provide insights and a summary, while automation updates the case according to predefined rules.
The manager can see the average call duration, but doesn't know which intentions, processes, and knowledge gaps are causing customers to return.
Analytics combines conversation, intent, quality, and outcome, ensuring that coaching and process improvement are rooted in the root cause.
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Technologies
Technology connects the customer with the solution and the operational outcome
We match Microsoft components to the sources of delays, data transfers, and follow-up contacts. Each component is designed to improve issue resolution, service quality, or cost.
Contact Center
Dynamics 365 Contact Center combines voice, chat, digital channels, routing, and AI into a single service environment. We help design queues, automate interactions, and improve agent productivity and service quality.
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.
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Copilot for Service
Copilot for Service It uses CRM data and company knowledge to support consultants as they handle cases. We help implement AI that finds answers, summarizes the context, and reduces the time it takes to resolve a case.
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.
Power BI
Microsoft Power BI transforms data from multiple systems into reports, models, and KPIs, all accessible in one place. We help build business analytics that streamline reporting and support decisions based on reliable data.
AI Contact Center & Voice
AI Contact Center & Voice It integrates voice agents, voicebots, call routing, and call analytics with CRM and telephony systems. We help automate customer interactions, handle higher call volumes, and provide agents with the full context of the conversation.
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Services
From Service Audits to Scaling the AI Contact Center
We combine channel strategy, process design, telephony integration, implementation, and adoption. We select the first scope based on its impact on FCR, SLA, contact quality, and cost.
Business Consulting and Digital Strategy
We help translate business goals into a concrete roadmap for change, priorities, and technology decisions. We integrate perspectives on processes, data, and systems to ensure that investments support the company’s actual needs.
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.
Business Process Automation
We automate repetitive tasks, workflows, and processes across systems using Power Automate, RPA, and workflow tools. This enables teams to reduce manual work and handle routine operations more quickly.
AI Transformation and Copilot Adoption
We help you plan your use of AI—from strategy and scenario selection to implementation and adoption within your organization. We focus on applications that deliver clear business results and can be safely scaled.
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Case Study
Up to 80% less manual work for 25,000 calls per month
The Da Grasso chain handled customer and franchisee inquiries via email and various tools. oneDynamics implemented Dynamics 365 Customer Service, Contact Center, and Power Pages, reducing manual work by 60–80%.
INDUSTRY
Franchise restaurant chain
REGION
Poland / approximately 190 locations
PRODUCTS
Customer Service · Contact Center · Power Pages
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How We Work
First, the service results. Then, implementation, a controlled launch, and scaling.
Process and Data Audit
We define case types, channels, queues, SLAs, KPIs, knowledge bases, and integrations. We identify the bottlenecks with the greatest impact on the customer and cost.
Implementation and a Smooth Start
We configure processes, routing, voice services, automation, and AI. We test scenarios, permissions, response quality, and service continuity.
Scaling and Optimization
We measure FCR, AHT, CSAT, transfers, and quality. We expand our channels and AI only where results confirm value and acceptable risk.
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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.
