Dynamics 365 Customer Service Implementation Solution
Overview
Fit Score
Settle Intelligence
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SUMMARY
DESCRIPTION
Ontario is seeking a vendor to provide an enhanced implementation solution for Microsoft Dynamics 365 Customer Service, building on its initial rollout planned for 2025. The primary objective is to expand the system’s functionality to offer advanced case management, comprehensive integration with essential business systems, and improved stakeholder engagement strategies.
The project will extend Dynamics 365 case management capabilities to support the Compliance team, facilitating intake and management of complaints, investigations, and appeals from multiple channels, such as email, web, and phone. Additionally, the solution will involve seamless integration with QuickBooks and Thinking Cap, allowing agents to work within a single unified interface.
Further enhancements will focus on tools and workflows that bolster stakeholder outreach campaigns and improve service delivery for infrastructure owners, ensuring efficient handling of their information and related communications.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.