Microsoft Dynamics 365 Customer Service CRM

Microsoft Dynamics 365 Customer Service solution provides a high level of customer service by delivering comprehensive, consistent support services delivered through selected communication channels, regardless of the customer's location.

Microsoft Dynamics 365 Customer Service unifies the process of customer interaction with the company, providing a unified approach and the expected level of personalization. Allows the client to independently receive answers to questions using self-service portals with a knowledge base, a search function and a platform for communication with both other clients and consultants and experts.

Microsoft Dynamics 365 Customer Service implementation allows:

Significantly increase customer loyalty and retention by building personal and long-term relationships with each of them.
The solution provides an omnichannel approach to customer service, thanks to seamless integration with digital telephony processes, chat bots, social networks, various client portals, and corporate websites. Allows you to easily communicate with customers by providing support services through the channels that customers most demanded.

Improve service level and responsiveness to requests.
A unified, intuitive and flexible customer data platform (CDP) allows each employee to see the entire history of customer relationships, including information about needs and habits. Based on this data, the system automatically suggests possible scenarios for interacting with him.
All company specialists, including specialists of the first line of support, can quickly and competently respond to customer requests, thanks to automated access to a database of predictable and recurring customer requests.

Reduce the load on your support team.
The use of self-service portals allows you to bring communication with customers to a new, modern level, in which customers can independently find answers to their questions 24/7, use the knowledge base, search function, and, if necessary, use the portal as a platform for communicating with other customers, consultants and experts.

Grow and develop together with your clients.
Microsoft invests heavily in the innovation and technological advancement of its products, developing and adapting them to the modern business environment. All Microsoft applications are evolving in accordance with global best practices and trends.

Today, Microsoft Dynamics 365 Customer Service solution is successfully used to manage service structures that provide a wide variety of services: IT services, equipment repair, payment acceptance, medical services, trade services, administrative services, telecom operator services, etc.

Are you still using outdated technologies and ineffective systems to work with customer requests? Do your specialists, not knowing how to answer this or that request, transfer the client’s call to the “mode of eternal waiting for a specialist’s answer”? You do not keep statistics of requests, you do not know the number of satisfied with your services customers, but it intuitively seems to you that the number of customers is constantly decreasing?

Implementation of Microsoft Dynamics 365 Customer Service will allow you to provide services of the highest level, will give you the opportunity to compete with leading market players, increase customer loyalty to your brand, provide tools and technologies that allow you to develop in accordance with global trends.

Join the success stories!

Implementation of Microsoft Dynamics 365 Business Central at Orbico Ukraine

As a result of the implementation of Microsoft Dynamics 365 Business Central, Orbico Ukraine received a modern, reliable, and comprehensive ERP system that is unified across the Group and configured in accordance with the requirements of Ukrainian tax and financial legislation.

Thanks to the implementation of Microsoft Dynamics 365 Business Central, Orbico Ukraine received:

transparency of financial operations, automated online reporting, and analytics for making informed management decisions;
efficient warehouse and procurement management, accelerated inventory processes, integration with the 3PL provider’s warehouse program;
improved convenience for the finance department through building all processes based on financial accounting data;
logical and user-friendly interface with a role center that saves time and minimizes the possibility of human errors when working with the system.

Currently, Innoware continues cooperation with Orbico Ukraine, providing support services for Microsoft Dynamics 365 Business Central.

Implementation of Microsoft Dynamics 365 (AX) in Elcore Group

Thanks to the implementation of the Microsoft Dynamics AX ERP system, Elcore Group now has new opportunities, in particular:

Obtaining prompt and reliable information on the cost of goods moving in the holding company’s movement chains
Scaling and management of warehouse operations
Obtaining consolidated information for the group of companies
Adding external services, such as analytics or web services
Management of service maintenance of the sold equipment
Support of 3PL (Third Party Logistic) operator functions.

Implementation of Microsoft Dynamics AX at Zaporizhtransformator

Because of the implementation of Microsoft Dynamics AX at ZTR, a unified information environment was created for all divisions of the plant, and that is why the following had become possible:

Effective sales management;
Precise planning and adherence to production dates
Control of production costs and products prices
Quality control in different stages of production;
Operational analysis of payables, receivables, delivery times;
Optimization of expenses, including reorganization of the enterprise (the number of administrative staff decreased).

Implementation of ІW HR&Payroll based on Microsoft Dynamics NAV for LEONI Wiring Systems UA, LLC

As a result of ІW HR&Payroll solution implementation, flexible tool for effective organization and HR policy control of the company has been created. In addition to primary functions, solution includes manufacturing operations and documents circulation records taking into account peculiarity of the company’s corporate policy.

Solution ІW HR&Payroll successfully solves the following tasks:

Payroll calculating in accordance with legislative and managerial requirements;
Personnel management;
Additional remuneration and special bonuses calculations;
Working time accounting at the plant;
Compliance with demands of labor and tax legislation of Ukraine.

Implementation of Microsoft Dynamics NAV in PJSC «Zhytomyr butter plant» – «RUD»

As a result of implementation of the solution, the enterprise has received transparence in commodity transportation organization, the warehouse stockpile has been diminished and the expanses have been reduced. The butter plant management has received a powerful analytical tool to predict the company’s activity, and as a consequence it had a positive effect on establishing productive relations with customers and suppliers.

Implementation of the Microsoft Dynamics 365 Customer Service at LLC «Metinvest Holding»

Microsoft Dynamics 365 Customer Service meets the world level of project management and fully provides a high level of customer service through the provision of comprehensive, coordinated unified services. The solution contains built-in tools and technologies that allow you to develop in accordance with global trends in working with clients, focused on a high, maximally personalized level of service.Today, thanks to the use of a unified internal project management and customer service system developed on the basis of Microsoft Dynamics 365, the Metinvest team can effectively support its internal customers and conduct high-quality IT projects in all divisions of the holding.

Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

Today, the Chamber business development department can use unified data about customers and partners, has the ability to view and analyze all information about communications with them, jointly develop communication activities, analyze the effectiveness of actions, build personalized customer paths, and, as a result, get even more customers and partners.

Stabilized work of Dynamics 365 CRM applications;
The functionality of the system has been improved, in particular: the process of working with new and existing customers and partners has been optimized;
Customized Power BI reports, with the help of which the top management of the American Chamber of Commerce in Ukraine was able to analyze performance and profitability in real time;
The CRM system is integrated with the corporate website.

Today, Innoware specialists provide the American Chamber of Commerce in Ukraine with support services for all customized functionality of CRM applications: Dynamics 365 Sales and Dynamics 365 Marketing.

Implementation and migration to the cloud service Microsoft Office 365 in «Datagroup» PJSC

Thanks to the migration to Microsoft 365 the client was able to effectively organize the workflow with increased staff productivity and reduced costs:

Opportunity to continue the main business activities without financial and time losses on business infrastructure creation
Ready-made infrastructure due to the lack of time to build ground infrastructure
Uninterrupted access to working documents and corporate mail for all employees, regardless of their location.
All information and communications within the company take place in a single space with full respect for the security, safety, and exchange of data, including video and audio files.
Efficiency increase of the company’s business activities through access to data from anywhere in the world and quick communication with colleagues on all devices, including mobile phones.

Microsoft Dynamics 365 Sales implementation at Innovations Development Lab

In just a few years, the company has grown from a small team of professionals into a market leader, and in 2020 the leaders of InDevLab faced the question of the need to automate sales management with the further building of a transparent, centralized system of communications with customers.

To ensure one of the most important requirements of the project, namely: the need to quickly launch the system, it was decided to focus on the implementation of the Microsoft Dynamics 365 Sales basic functionality and to minimize possible developments.

Today, the InDevLab team has a convenient, flexible, modern sales management tool, in which all information about potential and existing customers is consolidated, a complete and transparent work history for each of them is reflected, activities are recorded, the effectiveness of the work of managers is tracked, the contract signing process is optimized, the transfer of orders to the sales department is controlled.

Microsoft Dynamics 365 Sales implementation at DONAU LAB UKRAINE

The implementation assumed the maximum use of Microsoft Dynamics 365 Sales standard functionality and minimization of programmable modifications.

Today, all information about DONAU LAB UKRAINE clients and transactions is consolidated in a single application. The company’s management has the ability to fully control the sale process at every stage, can assign tasks to employees and monitor their implementation. DONAU LAB UKRAINE specialists received convenient tools for accounting and planning activities and actions when working with clients, which made it possible to significantly simplify interaction with them. The company’s salespeople react much faster and more efficiently to customer requests, which helps to maintain a high level of service and constantly increase customer satisfaction

Microsoft Dynamics 365 Portals implementation in ELCORE GROUP of companies

Dynamics 365 Portals implementation expanded Elcore Group’s online presence. Thanks to the synergy of Microsoft Dynamics 365 Portals with modern ERP and CRM systems (MS Dynamics AX 2012, MS Dynamics 365 for Sales).

On Dynamics 365 Portals self-service portal, on the personal account page, Elcore Group partners can see all the information necessary for productive and convenient work, in particular: the history of orders and settlements, price lists, including partner discounts and prices, invoices for payment, etc. All information is available in the context of dates, invoices, products, order numbers, etc. Based on all these data, any Elcore Group partner can independently form a new order and track the status of an existing one at any time of the day or night, as well as, if necessary, submit an appeal to the Elсore Group service department.

Also, within the framework of the project, the integration of Dynamics 365 Portals with the ZOOMOS. The system allows seeing which supplies detailed information about goods (attributes, descriptions, photographs) for their placement on the Portal.

Microsoft Dynamics AX implementation at «INTERKABEL KYIV»

As the implementation result, the enterprise received the following advantages:

A modern technological environment that serves all the processes of the enterprise and ensures the prompt exchange of credible information between all of its departments;
A unified system for management, accounting, and tax accounting of all operations;
Workshop management portal, which allows you to instantly receive information about the status of production orders, the timing of their execution, etc;
Products control at all production stages in real time;
The ability to quickly calculate and control production cost, as well as have a reliable toolkit for determining the optimal selling price (uniform corporate rules for controlling prices and discounts);
Accounts payable and receivable effective management.

Commercial bank gets a robust security management solution

As a result of the project, the client received a reliable solution with a number of opportunities for safe business management:

Unified endpoint management of both enterprise and BYO devices.
Gained control over security and applications.
Ability to use Intune application protection policies on both corporate devices and employees’ personal devices. Ensuring that all organization information is as secure as possible.
Manage employee access to business applications.
Easily deploy software and updates to business devices.
Saves time by eliminating the need to configure each device individually.
Meet legal and corporate cybersecurity requirements.

Insurance company INGO Ukraine reveals the potential of cloud infrastructure

Thanks to the migration to Microsoft 365, the client now has new opportunities, in particular:

Сost optimization by choosing monthly cloud infrastructure rental payments versus on-prem infrastructure maintenance and upgrades
Simplification of IT infrastructure
A significant performance increase in daily tasks
Tight integration of Microsoft services
High-quality service and support
Mobility and data security

Implementation of Microsoft Dynamics NAV in company “GfK-USM”

As a result of the rapid implementation of Microsoft Dynamics NAV, GfK Ukraine received a product for high-quality financial accounting and management. The standard functions of the Microsoft Dynamics NAV system werecouldly comply with the specific norms of management policies used by GfK Group all over the world. This allowed not to make unnecessary modifications to the system and, therefore, reduced the risks of the project and significantly reduced its duration.

Project management of different directions and calculation of their actual cost thanks to the correct distribution of indirect costs and determination of the profitability of the project.
Fast production of different report types

Implementation of IW Document Flow Recognizer: AI Service at Intempus Realty

The implementation of IW Document Flow Recognizer: AI Service enables the company’s accounting department not to waste time on manual processing of incoming invoices. Today, the time of automatic processing of one invoice is 10-15 seconds, while an unlimited number of documents can be processed in parallel.

Thanks to the implementation, Intempus Realty specialists process about 1,500 invoices per month, transforming this process from labor-intensive to automated. The main convenience of the solution developed based on AI is that, at the request of the client, the model can be continued to be trained to obtain any necessary information from the invoice, as well as to automate the processing of any other types of documents.

Microsoft Dynamics 365 Customer Service

High level of customer service

Microsoft Dynamics 365 Customer Service solution provides a high level of customer service by delivering comprehensive, consistent support services delivered through selected communication channels, regardless of the customer's location.

Select processes which Microsoft Dynamics 365 Customer Service system should cover

Join the success stories!

Implementation of Microsoft Dynamics 365 Business Central at Orbico Ukraine

Implementation of Microsoft Dynamics 365 (AX) in Elcore Group

Implementation of Microsoft Dynamics AX at Zaporizhtransformator

Implementation of ІW HR&Payroll based on Microsoft Dynamics NAV for LEONI Wiring Systems UA, LLC

Implementation of Microsoft Dynamics NAV in PJSC «Zhytomyr butter plant» – «RUD»

Implementation of the Microsoft Dynamics 365 Customer Service at LLC «Metinvest Holding»

Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

Implementation and migration to the cloud service Microsoft Office 365 in «Datagroup» PJSC

Microsoft Dynamics 365 Sales implementation at Innovations Development Lab

Microsoft Dynamics 365 Sales implementation at DONAU LAB UKRAINE

Microsoft Dynamics 365 Portals implementation in ELCORE GROUP of companies

Microsoft Dynamics AX implementation at «INTERKABEL KYIV»

Commercial bank gets a robust security management solution

Insurance company INGO Ukraine reveals the potential of cloud infrastructure

Implementation of Microsoft Dynamics NAV in company “GfK-USM”

Implementation of IW Document Flow Recognizer: AI Service at Intempus Realty

We Work With the Very Best

How can
we help?

© 2025 by Innoware IT Consulting Company. Microsoft Solutions Partner

Microsoft Dynamics 365 Customer Service

High level of customer service

Microsoft Dynamics 365 Customer Service solution provides a high level of customer service by delivering comprehensive, consistent support services delivered through selected communication channels, regardless of the customer's location.

Select processes which Microsoft Dynamics 365 Customer Service system should cover

Join the success stories!

Implementation of Microsoft Dynamics 365 Business Central at Orbico Ukraine

Implementation of Microsoft Dynamics 365 (AX) in Elcore Group

Implementation of Microsoft Dynamics AX at Zaporizhtransformator

Implementation of ІW HR&Payroll based on Microsoft Dynamics NAV for LEONI Wiring Systems UA, LLC

Implementation of Microsoft Dynamics NAV in PJSC «Zhytomyr butter plant» – «RUD»

Implementation of the Microsoft Dynamics 365 Customer Service at LLC «Metinvest Holding»

Implementation of Microsoft Dynamics 365 Customer Engagement in American Chamber of Commerce in Ukraine

Implementation and migration to the cloud service Microsoft Office 365 in «Datagroup» PJSC

Microsoft Dynamics 365 Sales implementation at Innovations Development Lab

Microsoft Dynamics 365 Sales implementation at DONAU LAB UKRAINE

Microsoft Dynamics 365 Portals implementation in ELCORE GROUP of companies

Microsoft Dynamics AX implementation at «INTERKABEL KYIV»

Commercial bank gets a robust security management solution

Insurance company INGO Ukraine reveals the potential of cloud infrastructure

Implementation of Microsoft Dynamics NAV in company “GfK-USM”

Implementation of IW Document Flow Recognizer: AI Service at Intempus Realty

We Work With the Very Best

How can we help?

© 2025 by Innoware IT Consulting Company. Microsoft Solutions Partner

How can
we help?