Microsoft Dynamics 365 Customer Engagement Digital Customer Service Pilot- 6 Week POC

With a rapid shift to digital-first engagement and remote work, organizations must adapt to changing commercial trends and realign customer service strategies. Protiviti will execute the delivery of the pilot virtually to provide a human-centric cloud solution that will position the clients to deliver sustainable, personalized experiences that create revenue and increase customer loyalty.​

Digital Customer Service Pilot Roadmap Workshops​

Protiviti will:

• Work with the client team to confirm the objectives, finalize the agenda, and identify participating subject matter experts from key business areas for the workshops.​
• Prepare and distribute a comprehensive pre-workshop questionnaire for the client, focusing on industry thinking and planning to enable digital transformation with customer service as the critical differentiator.​
• Facilitate workshops to discuss feedback collected from the questionnaire and to drive additional discoveries.​
• Document high-level strategies for the roadmap.

Digital Customer Service Pilot Implementation​

Protiviti will:

• Implement the solution and onboard pilot users.​
• Develop the solution based on the configuration of the Dynamics 365 Customer Service application module, with extended functionalities by the Power Apps Portal, Power Virtual Agent, and Power Automate. The solution will provide self-service support and increase productivity with actionable insights.​
• Conduct “Train-the-Trainer” training to support the Clients with adopting the pilot deployment.​

Output

• Planning Workshops Questionnaire​
• High-Level Roadmap Document​
• Pilot Implementation​
• Train-the-Trainer Training

Assumptions

• Client will be responsible for procuring software licenses​
• Client has an existing Microsoft 365 tenant, and all environments will be provisioned under the tenant​
• No custom codes development will be included in the solution