Dynamics 365 Customer Service Partner UK

Your Support Team Is
Losing Cases Because They
Can’t See the Full Picture

Stop letting disconnected channels frustrate your clients. We implement
Dynamics 365 Customer Service for UK businesses, unifying every ticket,
call, and agent into a single omnichannel workspace powered by Microsoft Copilot.

No commitment. Response within 24 hours.
Microsoft Solutions Partner      4x Partner of the Year      20+ Years in Dynamics 365       500+ Implementations

The Cost of Disconnected Service Channels

When Your Agents Lack Context, Your Customers Feel Every Gap

Disconnected ticketing systems and blind handovers cost UK B2B companies
in lost clients, breached SLAs, and agent burnout.

Your agents switch between 4 different tools to handle a single case

Email is in Outlook. Phone calls are logged separately. Chat is on a third platform. Social media isn’t monitored at all. Every handover starts from scratch. Customers repeat themselves — and your agents burn time piecing together what already happened.
 

73% of customers say they’ve repeated themselves to multiple agents

Your team has no single view of the customer - so the same issue gets logged twice

Without a unified case record, your agents can’t see the email sent yesterday, the call from last week, or the chat that’s still open. Two agents work the same problem in parallel. Neither knows. The customer notices.
 

68% of B2B service failures trace back to siloed customer data

Your service managers can't see what's broken until the CSAT report lands

First-contact resolution is falling. Escalations are rising. But your data is scattered across three tools, two spreadsheets, and a weekly report that’s already five days old. By the time the problem is visible, the damage is done.
 

Avg cost of a misrouted case: £47 in rework time (UK service benchmark)

Dynamics 365 Customer Service connects every channel, every case, and every agent – in one unified workspace

Designed for UK B2B service teams. Configured by Mercurius IT in 8–12 weeks at a fixed price.

Stop the Margin Leaks

Get Your Dynamics 365 Customer Service Quote Now!

Get an estimated cost for implementing Microsoft Dynamics 365 Customer Service with our specialised quotation tool.

In under 10 minutes, our easy-to-use tool will guide you through a short questionnaire to understand your business needs. By assessing various aspects of your organisation, we provide a personalised estimate.

Simplify D365 Customer Service pricing. Request your personalised quote today and take the first step toward transforming your support operation.

GYDE Seer CRM Quote Sample

Omnichannel Case Management

D365 Customer Service: One Workspace.
Every Channel. AI-Powered Workspace

Replace your fragmented ticketing tools. Dynamics 365 Customer Service routes voice, email, chat, and social interactions into one unified queue, giving your team the exact history they need to resolve issues on the first contact.

Agent Efficiency

a

One workspace. Every channel.

Your agents handle email, phone, live chat, SMS, and social from a single pane of glass. No switching. No lost context. Every past interaction with that customer is visible the moment the case opens, regardless of which channel it came through.

Customer Experience

a

Faster answers. Every time.

Because every agent sees the full case history instantly, customers stop repeating themselves. First-contact resolution improves. Average handle time drops. The agents who previously spent 40% of their time searching for context spend that time resolving cases instead.

Management Control

a

Real-time visibility. Not a weekly report.

Because every agent sees the full case history instantly, customers stop repeating themselves. First-contact resolution improves. Average handle time drops. The agents who previously spent 40% of their time searching for context spend that time resolving cases instead.

Already on D365 Business Central or FSCM?

Customer Service connects directly to your existing data with no middleware required. Mercurius IT manages existing D365 ERP clients as a priority track.
Supervisor Dashboard — Live
87%FCR
4.8CSAT
96%SLA
Live Queue Depth
8
Email
3
Phone
12
Chat
4
Portal
Agent Status
J. Morris Available 3 cases
P. Sharma On Call 1 cases
L. Hughes In Chat 5 cases
Copilot Alert: Case #10831 — negative sentiment detected. Recommend supervisor review.
All channels in one view
Real-time SLA tracking
AI sentiment detection
Agent performance live

Why UK Businesses Choose Mercurius IT

2022

Partner of the Year

2023

Partner of the Year

2024

Pioneer in Technology

2025

Partner of the Year

20+

Years Expertise

500+

UK Businesses

30%

Faster Delivery

98%

Client Retention
Our Implementation Methodology

Live in 8–12 Weeks. No Surprises.

4-Stage
Delivery Framework

Every Mercurius IT D365 Customer Service implementation follows this four-stage process. Fixed price agreed before we start. Go-live date committed before configuration begins.

Stage Deliverable
01
Week 1–2

Discovery & Scoping

We review your current support channels, case volumes, SLA structures, routing logic, and escalation workflows. You receive a written implementation scope and a fixed-price quote before any work begins.

Written scope + fixed-price quote
02
Week 3–8

Configure & Build

We configure D365 CS to match your operation: queues, routing rules, SLA policies, knowledge base structure, and channel integrations. Microsoft Copilot is enabled and configured for your agents in this phase.

Fully configured D365 CS + Copilot enabled
03
Week 9–10

Test & Train

Your team tests every workflow in a dedicated sandbox environment. Agents are trained on the unified workspace. Supervisors learn dashboards and real-time reporting. Go-live readiness is confirmed before we proceed.

Trained team. Confirmed go-live readiness.
04
Week 10–12

Go Live & Optimise

You go live on a confirmed date with Mercurius IT support on standby. Post-go-live optimisation is included, we refine routing rules, knowledge articles, and Copilot prompts based on real usage data in the first 30 days.

Live system + 30-day post-launch optimisation

Every project starts with a free discovery session. Fixed price before we start. Go-live date agreed upfront.

Start with a Free Assessment

See D365 Customer Service
Working for Your Business –
Not a Generic Demo

Our free assessment isn’t a sales call. It’s a technical review of your current support setup and channels, case volumes, SLA structure and a clear picture of what D365 CS looks like for your specific business.

Book Your Free Assessment

No commitment. Response within 24 hours.

Book a Free Customer Service Assessment
Microsoft Copilot - Built In

Microsoft Copilot in D365 Customer Service: AI That Works for Your Agents. Every Case.

Copilot is built into Dynamics 365 Customer Service - not a bolt-on, not an upgrade. It operates inside your agents' workspace at every step of a case. No new tools. No retraining. Mercurius IT enables and configures Copilot as part of every implementation.

Case Summarisation

Save 8–12 min per case
›

Draft Reply Generation

Reduce response time by 45%
›

Knowledge Article Matching

Improve first-contact resolution
›

Sentiment Detection

Stop escalations before they happen
›

Conversation Summaries at Handover

Zero context loss between agents
›
Copilot Capability

Before Copilot

With Copilot

See Copilot in your business

What Our Clients Say

“Grundfos have been working with Mercurius on the development of an integrated Claims Management solution.

Based on Microsoft technologies it integrates with our CRM and ERP systems to substantially improve our claims management process. It also offers our customers a much-simplified approach to raising and completing a claim and enables them to both view and add claims online. Mercurius have shown themselves to be very responsive to our needs and we believe they represent great value for money.“

Jason Funnell
Director of Operations, Grundfos

“Not only did Mercurius beat our existing partner’s quote by a significant margin, they did it at a fixed price — removing our commercial risk. In the end, they guided us carefully through the process and also implemented some great improvements to our business.”

Nicholas Newitt

Director, Newitts & Co. Ltd.

Trusted UK Implementation Partner

Dynamics 365 Customer Service Deployments

Request a Demo
v

Omnichannel Case Management

Your agents handle email, phone, live chat, SMS, and social media from one unified workspace. No channel switching. No lost context. Every customer interaction across every channel is visible the moment a case opens, regardless of where it started.

Customer Self-Service Portal

Your customers resolve common issues themselves through a branded self-service portal backed by your knowledge base. Tier-1 ticket volume drops. CSAT improves because customers get accurate answers at any hour without waiting for your agents.

Intelligent Routing & Queue Management

Cases are automatically routed to the right agent based on skills, availability, workload, and SLA urgency. No manual queue management. No misrouted tickets sitting unread in the wrong inbox. SLA compliance improves from day one.

Real-Time Supervisor Dashboard

Service managers see agent availability, queue depth, SLA status, CSAT trends, and live sentiment data , in one view, updated in real time. Problems are visible before they become complaints. Decisions happen on live data, not yesterday’s report.

Microsoft 365 & Teams Native Integration

Agents collaborate on complex cases directly in Microsoft Teams without leaving D365. Calendar, email, and contacts sync automatically with Outlook. No copy-pasting between systems. No data living in someone’s inbox instead of the case record.

Dynamics 365 Customer Service FAQs

How long does a Dynamics 365 Customer Service implementation take?

Most Mercurius IT D365 Customer Service implementations go live in 8-12 weeks. The exact timeline depends on the number of support channels being configured, the complexity of case routing and SLA rules, and data migration scope. We provide a fixed go-live date as part of the free discovery assessment, not an estimate, a commitment.

What does a D365 Customer Service implementation cost?

Mercurius IT prices D365 CS implementations at a fixed fee agreed before the project starts, no time-and-materials billing, no hidden scope additions. Cost varies based on user count, channels configured, integrations required, and data migration complexity. The free assessment provides a full written scope and fixed price within 24 hours.

Does D365 Customer Service include Microsoft Copilot AI?

Yes. Copilot is built into D365 Customer Service and available with eligible licences at no additional software cost. It provides case summarisation, email draft generation, knowledge article suggestions, sentiment detection, and conversation summaries. Mercurius IT configures and enables Copilot for your agents as part of every implementation, not as an optional extra.

We're already on D365 Business Central - can we add Customer Service?

Yes, and this is one of Mercurius IT’s most common implementation tracks. D365 Customer Service connects natively to Business Central and FSCM with no middleware required. Your customer and order data is already there, Customer Service extends it into your service operation. Existing Mercurius IT ERP clients receive a fast-track scoping process.
Common questions from UK service directors and operations leaders evaluating D365 Customer Service implementation.

How does D365 Customer Service handle omnichannel support - email, phone, chat, and social?

D365 CS routes and manages cases from email, phone, live chat, SMS, WhatsApp, and social media channels from a single agent workspace. Agents see the full conversation history across all channels in one view, including the email sent yesterday and the chat started this morning. Routing is automated based on channel, skills, and SLA priority.

Is D365 Customer Service suitable for manufacturing and B2B companies?

Yes. D365 CS is deployed across manufacturing, pharmaceutical, aerospace, and professional services businesses. Mercurius IT specifically focuses on UK B2B companies in these sectors. We configure the platform to match B2B service models, account-based case management, SLA structures tied to contract tiers, and integration with ERP order data your agents need to resolve issues.

What support does Mercurius IT provide after go-live?

Mercurius IT includes 30-day post-go-live optimisation in every implementation – refining routing rules, knowledge articles, and Copilot prompts from real usage data. Beyond that, managed support services are available on a subscription basis covering system optimisation, Copilot updates, licence management, and ongoing enhancements as your service operation evolves.

See How D365 Customer Service Fits Your Specific Operation

Tell us about your current support channels, case volumes, team size, and SLA structure.
A Mercurius IT consultant will map your exact requirements and provide a fixed-price scope
within 24 hours. No commitment required.

What Happens on the Call?

30-mins discovery call to understand your current             system

Free Implementation assessment with cost-benefit              analysis

Custom roadmap with timeline and pricing

No obligation – direct answers to your questions

Request Your Assessment

Privacy

  8–14 week go-live             Response within 2 hours            Copilot AI configure              Works with your existing CRM