Oct 11 2023

Review: Microsoft Dynamics 365 Better Agencies View Into Citizens’ Online Interactions

The platform allows agencies to start small and expand as needed, or jump into a full-scale digital transformation.

In business, customer service and relationship management can mean the difference between bringing in new clients or losing revenue. But the federal government doesn’t have to worry about that, because citizens can’t go anywhere else for veterans’ benefits, Social Security payouts or passports.

But federal agencies still want to keep citizens happy. Microsoft Dynamics 365 can help tie millions of data points and services together, track and evaluate interactions, and generally help agencies quickly ramp up to improve the customer experience.

The Dynamics 365 platform is an entire suite of tools that allows agencies to either start small and expand as needed or jump into a full-scale digital transformation. And because it’s deployed as a service, it can be installed immediately to begin collecting and analyzing data in all its forms within a single day.

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Dynamics’ Powerful Observations Inform Agency Interactions

The star feature of Dynamics 365 is its ability to improve customer interactions. At the most basic level, it can watch as citizens navigate websites and applications. It will time how long each interaction takes, watch for bottlenecks and compare drop-off rates with how many people got the service or information they needed.

It can then help streamline those interactions and monitor for new efficiencies, checking later to see how much time is being saved with every new change.

At a higher level, Microsoft Dynamics 365 can refine internal staff processes and interactions, ensuring that employees are not wasting time searching for the tools they need to conduct government business.

The platform’s advanced features include the ability to deploy and manage artificial intelligence in the form of chatbots. For example, an agency could automate its customer service response, with Dynamics making sure callers or online visitors get everything they need quickly.

Microsoft Dynamics 365 offers federal agencies a powerful toolset to capture insights, drive efficiencies, improve the user experience and generally help government agencies transform from legacy services to efficient, businesslike organizations their constituents will appreciate.

Microsoft Dynamics 365



CONNECTED APPS: Works with data from almost any public or private application, database, IoT network or cloud application
CLOUD-READY: Native with Microsoft Azure; also functions in other clouds
DISTRIBUTION: As a service
LICENSE: Per seat or per user


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