UST Incident Management for Dynamics 365

durch UST Global

UST Incident Management for Dynamics 365 automates processes for better customer service.

The UST Incident Management for Dynamics 365 workflow automation solution revolutionizes the way customer service providers handle service incidents. This innovative solution addresses and simplifies complex workflows, allowing for easy customization and automation, significantly reducing the dependency on IT teams for modifications. The enhanced incident tracking system ensures quicker resolution times, improving overall service efficiency. This comprehensive solution elevates the standard of customer service and streamlines operational processes, making it an indispensable tool for modern customer service providers.

Key features:

  • Automated and Customizable Workflows: Users can tailor and automate workflows to suit specific incident types and customer needs, improving response times and process efficiency.
  • Efficient Incident Tracking: The system offers robust tracking mechanisms, enabling users to monitor and resolve incidents promptly.
  • Flexible Case Assignment: It allows for flexible assignment of cases to appropriate teams or individuals based on predefined rules.
  • SLA Management: Ensures compliance with Service Level Agreements, providing tools to set and monitor SLA targets at various stages of the resolution process.
  • Data Management and Reporting: Offers comprehensive data capture capabilities and detailed reporting tools for better decision-making and continuous improvement.
  • Enhanced Communication: Integrates communication templates for consistent and effective customer interactions, addressing evolving customer preferences and expectations.

Customer benefits:

  • Improved Operational Efficiency: By automating and customizing workflows, the solution reduces manual efforts and streamlines operations.
  • Enhanced Customer Satisfaction: Quick resolution of incidents and effective communication tools lead to higher customer satisfaction levels.
  • Reduced Dependency on IT: Users can configure and adjust workflows themselves, lessening the reliance on IT support.
  • Better Compliance and Service Quality: Adherence to SLAs and effective tracking ensure high service standards are maintained.
  • Informed Decision-Making: Advanced data reporting aids in analyzing trends and making informed decisions.
  • Adaptability: solution's flexibility allows it to adapt to changing customer needs and market conditions.

Industries: Financial Services, Retail & Consumer Goods, Automotive, Telecommunications, Government

Microsoft Technology Used: Dynamics CRM, C#

About UST

For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by our purpose, we partner with our clients from design to operation. Through our nimble approach, we identify their core challenges, and craft disruptive solutions that bring their vision to life. With deep domain expertise and a future-proof philosophy, we embed innovation and agility into our clients’ organizations—delivering measurable value and lasting change across industries, and around the world. Together, with over 33,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Learn more at

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