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Deliver better customer experiences without increasing complexity or headcount.

 

Customer expectations continue to rise. Response times, consistency and visibility all matter more than ever. Dynamics 365 Customer Service provides the tools to manage this at scale, but only when it is designed around how service teams actually operate.

Avrion helps organisations implement Dynamics 365 Customer Service in a way that improves customer satisfaction, supports service teams and gives leadership teams real insight into performance.

 

Digital Transformation
on your Terms.

Schedule a structured discovery conversation that will help define priorities and reduce risk.

Contact us today

What effective customer service systems should enable

Common challenges we see in Customer Service platforms

Many organisations invest in Customer Service technology but struggle to realise its value.

Typical issues include:

  • Inconsistent case handling
  • Limited visibility across customer history
  • Over-reliance on manual processes
  • Poor SLA tracking
  • Reporting that does not reflect reality

These problems are rarely caused by the platform itself. They are the re

Key Dynamics 365 Customer Service capabilities we implement

Case management and workflows

We design case structures and workflows that reflect how issues are raised, triaged and resolved.

This includes:

  • Clear case categorisation
  • Automated routing and prioritisation
  • Escalation paths that work in real scenarios

Omnichannel support

Customers expect to engage on their terms.

We help you implement and optimise:

  • Email and web-based case handling
  • Live chat and messaging channels
  • Consistent experiences across all touchpoints

All connected to a single customer record.

Knowledge management and self-service

Empowering agents and customers reduces pressure on service teams.

We implement:

  • Structured knowledge bases
  • Suggested knowledge articles for agents
  • Self-service options where appropriate

Helping issues get resolved faster, with less effort.

Service level agreements and performance tracking

SLAs only work when they are visible and meaningful.

We configure:

  • SLA rules aligned to customer expectations
  • Automated tracking and alerts
  • Reporting that highlights risks early

So teams can act before issues escalate.

The Avrion approach to Dynamics 365 Customer Service

We begin by understanding how your service function operates in practice.

Our approach focuses on:

  • Mapping end-to-end service journeys
  • Understanding escalation paths and priorities
  • Designing workflows that support agents, not slow them down
  • Aligning service metrics to business outcomes

The result is a Customer Service platform that feels intuitive for agents and valuable for leadership.

Not getting full value from your current setup?

If your service team is struggling with adoption, visibility or performance tracking, a Health Check can identify why.

We assess:

  • Case structures and workflows
  • SLA configuration
  • Reporting and dashboards
  • Usage and adoption patterns

And provide practical recommendations to improve efficiency and service quality.

Book a Business Health Check Today!

Planning a new Customer Service implementation?

Whether you are rolling out Dynamics 365 Customer Service for the first time or replacing an existing platform, the right foundations matter.

A discovery conversation will help you:

  • Clarify service requirements
  • Design scalable workflows
  • Avoid unnecessary complexity
  • Align service delivery with business goals
Book a Discovery Call

What do our customers say?

“Maximizer CRM has been an invaluable tool. It enables us to be very efficient, keep on top of client projects and opportunities, and deliver the service we want to for our customers.”

Graham Cording – Smart Presentations

“Working with Avrion has been easy – not just because they understand the business, but because they are open to helping make things work. The answer is almost never “no” – but if it is – there is always an alternative solution to get around the issue put forward.”

Charlotte Hurrell – Belvoir Group

“We were looking for best service provider for our CRM system and we came across with Avrion in 2016 and since then we have never turned back in terms of CRM system. This was our best step to move with Avrion as they understood our requirement quickly with excellent solutions and also within our budget. Working with Avrion is wonderful experience; we never need to approach them for any issues as they are always one step ahead by taking regular follow-ups. They are quick and punctual in terms of completing project. We have undertaken many projects so far and are more than happy to say that their solution is up to the mark. Avrion's people are the greatest asset of the company. I really recommend Avrion not only CRM system but for many other IT solutions as well.”

Satish Ghaghada – CWC

“Avrion has, from the start, been very honest and clear about what we can achieve without spending vast sums of money on an entirely new system. We now have a system that can evolve as the development does, to improve and continually improve account visibility for our homeowners and improve cash flow by utilising the automation that we required.”

Carly Cullen – Priors Hall Park Management

“At our internal review in 2019 we, as a company, asked if we were doing ourselves justice using Maximizer as our CRM solution or was there something better? We concluded that the price point for the system gives us a budget to develop our own specific customisations that are more beneficial for productivity and efficiency as well.”

Cole Fellows – The Insurance Network

“Working with Avrion has been amazing from start to finish. We use Maximizer as a main system, however we required a bespoke quote tool building for our sales team. From start to finish, the integration of the software and support has been nothing short of phenomenal. Their entire team are very knowledgeable, efficient and nothing is ever too much. We look forward to using Avrion moving forward and continuing a great business relationship.”

Luke Hogg – Knoxford Fabrications

“We created an automation wish list for Avrion, who were brilliant at listening and communicating as they tailored the project specifically to the scope.”

Carly Cullen – Priors Hall Park Management

“After a feasibility study designed to ascertain which CRM to integrate into our business, I found that Avrion put together the best end scenario and product, Maximizer, to take our business forward. The team at Avrion showed their diligence and knowledge, which was a clear deciding factor in instigating our partnership. We look forward to strengthening our relationship going forward, as CRM evolution never stops!”

Craig Sansom – Prestige

“Once we formed a partnership with Avrion, for the first time in seventeen years we were working with a really engaged partner, which is something unique.”

Cole Fellows – The Insurance Network

“We can now see in real time how all of our opportunities are progressing. We also have automated reports in our Dashboard module showing the business sales performance and pipeline, which allows us to focus on each individual opportunity without any being left unnurtured. Avrion has now linked our Maximizer with Mailchimp to allow for focused marketing campaigns based on the data we add to the Address Book. We now have a clear sales process that can be tracked with clear ‘what’s next’ actions to implement.”

Craig Sansom – Prestige