sales@agilitz.com
Client
A UK banking organisation using Dynamics 365 Sales and Customer Service.
The challenge
Critical issues affecting sales or customer service needed an escalation route outside normal office hours, with a clear handover between the service desk and application specialists.
What we delivered
- Set up on-call cover for priority incidents during weekday evenings, overnight and at weekends.
- Established a shared ticket history and handover process for Dynamics 365 Sales and Customer Service.
- Coordinated functional and technical investigation and escalated to Microsoft when specialist product support was needed.
Benefits and outcomes
- Established out-of-hours support for critical issues across both applications.
- Gave the service desk a defined route to bring in specialists and track ownership through handover.