CRM for Service
Learn about the growing trend of AI in customer service and how your organization can use intelligent technologies to personalize customer experiences while reducing costs. We will cover the 3 CRM service modules (Service (Cases), Field Service, and Operations for Projects)
What we’ll cover:
· Introduction & strategic benefits of AI for your service team (30% labor savings)
· AI-driven service management
· Customer engagement and personalized insights
· Integration with Microsoft 365 (Outlook, Teams, Excel, Power BI)
· Prompting tips and best practices
· Pricing & licensing overview
Rather than replace people, AI works alongside customer service teams to automate routine tasks and deliver intelligent support. AI in customer service gives teams more time to focus on complex, high-value tasks and generates insights needed to personalize interactions, resolve issues, and drive satisfaction
Building Business Value Across the Microsoft Stack
VOX ISM Recognized by CIOReview: Building Business Value Across the Microsoft Stack
VOX ISM is proud to be featured in CIOReview’s Microsoft Dynamics 365 Solutions of the Year in Canada 2026, highlighting the company’s commitment to helping organizations realize the full value of Microsoft’s business technology ecosystem.
The article, Building Business Value Across the Microsoft Stack, showcases how VOX ISM has evolved beyond traditional ERP and CRM implementations to become a strategic partner that helps organizations connect, optimize, and modernize their entire Microsoft environment.
Beyond Software Implementation
Today’s businesses rarely operate with a single application. Financial management, customer engagement, collaboration, reporting, automation, and AI are increasingly interconnected. As organizations expand their use of Microsoft technologies, they often struggle with ensuring these systems work together effectively.
The CIOReview article highlights VOX ISM’s unique approach: helping customers align the full Microsoft business environment rather than focusing on a single solution area.
From Microsoft Dynamics 365 Business Central and CRM to Microsoft 365, Teams, Power BI, Power Platform, and Copilot, VOX ISM provides a unified strategy that helps businesses reduce complexity while improving operational efficiency.
As Jim Heaton, President of VOX ISM, explains in the article:
“Most Microsoft partners stay confined to a single segment. VOX ISM has built the capability and expertise to align the full Microsoft business environment.”
Helping Customers Navigate the AI Era
Artificial Intelligence has quickly become one of the most important conversations in business technology. Organizations are exploring how AI can improve productivity, streamline operations, and provide better insights across every department.
The CIOReview feature recognizes VOX ISM’s practical approach to AI adoption through Microsoft Copilot. Rather than focusing on AI for its own sake, VOX ISM emphasizes real-world business scenarios where organizations can achieve measurable value.
Through educational seminars, workshops, and consulting engagements, VOX ISM helps customers understand how Copilot can support everyday business functions such as reporting, meeting preparation, communications, analytics, and process automation.
The company’s focus remains on ensuring AI is implemented responsibly, securely, and in ways that align with specific business objectives.
Industry Expertise That Drives Better Outcomes
One of the key themes highlighted in the CIOReview article is VOX ISM’s deep understanding of business operations.
The firm’s consulting teams include professionals with experience in accounting, finance, supply chain management, warehousing, sales, distribution, and manufacturing. This practical business knowledge allows VOX ISM to bridge the gap between technology and real-world operational requirements.
Rather than simply deploying software, the company works closely with clients to understand processes, identify opportunities for improvement, and deliver solutions that create long-term business value.
This approach has enabled VOX ISM to successfully support organizations across manufacturing, distribution, professional services, and many other industries throughout Canada.
Education as a Competitive Advantage
Technology continues to evolve at an unprecedented pace. Microsoft introduces major platform enhancements and new capabilities several times each year, creating both opportunities and challenges for organizations trying to stay current.
The CIOReview article highlights one of VOX ISM’s most important differentiators: customer education.
VOX ISM hosts approximately 150 educational events annually, helping organizations stay informed about Microsoft’s latest innovations, best practices, and product roadmaps. These sessions cover topics such as Business Central, CRM, Copilot, Power Platform, and other emerging Microsoft technologies.
This ongoing commitment to education helps clients make informed decisions, accelerate adoption, and maximize the return on their technology investments.
A Trusted Microsoft Partner
The recognition from CIOReview reinforces VOX ISM’s long-standing position as a trusted Microsoft partner. For more than two decades, the company has helped organizations modernize business processes, improve visibility, and leverage new technologies to remain competitive.
What sets VOX ISM apart is its commitment to helping customers look beyond individual applications and instead create a connected Microsoft ecosystem that supports growth, productivity, and innovation.
As businesses continue to embrace AI, automation, and cloud technologies, having a partner that understands both technology and business operations becomes increasingly important.
Looking Forward
The future of business technology is increasingly integrated, intelligent, and data-driven. Organizations need more than software implementation—they need guidance, strategy, and a partner that can help them navigate ongoing change.
VOX ISM remains committed to helping customers achieve lasting success across the Microsoft stack through expert consulting, innovative solutions, hands-on training, and a focus on measurable business outcomes.
Being recognized by CIOReview as one of Canada’s leading Microsoft Dynamics 365 solution providers is an honor, and it reflects the dedication of the entire VOX ISM team and the trust of the customers they serve.
Roadmap for CRM
This session reviews the Dynamics 365 CRM roadmap (Customer Engagement), explaining Microsoft’s release wave model and highlighting what’s coming across Sales and Customer Service, with a focus on Copilot, AI agents, automation, and analytics so organizations can plan adoption and prioritize the features that deliver the most business value.
Agenda:
· How the Dynamics 365 release wave model works
· Understanding planned vs released features
· Overall CRM investment areas from Microsoft
· Sales roadmap and Copilot direction
· AI agents for sellers and pipeline execution
· Embedded insights and next-best actions
· Customer Service roadmap and agentic support
· Case management and routing enhancements
· Analytics, dashboards, and research experiences
· Platform, security, and governance considerations
· How to plan pilots and phased rollout
· Key takeaways and next steps
Service Organization Software
This session focuses on Dynamics 365 Customer Service, showing how Microsoft’s CRM platform supports modern service organizations with case management, omnichannel engagement, Copilot assistance, automation, and analytics to improve customer satisfaction, agent productivity, and service consistency.
Agenda:
· Overview of Dynamics 365 Customer Service
· Core customer service capabilities
· Case management and queues
· Omnichannel service experiences
· Knowledge management and self-service
· Copilot for service agents
· AI assistance for case summaries and responses
· Routing, SLAs, and workload management
· Supervisor visibility and dashboards
· Integration with Teams and Outlook
· Automation and workflows for service teams
· Security, data access, and permissions
· Preparing for adoption and change
· Key takeaways and next steps
Configurating Dynamics 365 CRM
Getting Dynamics 365 CRM configured correctly from the start saves time, reduces frustration, and drives user adoption. This session walks through the key configuration steps — from entity setup and security roles to workflows, dashboards, and integrations — so your CRM works the way your business does.
Agenda
· Setting up accounts, contacts, leads, and opportunities
· Configuring the sales pipeline and business process flows
· Security roles and team-based access control
· Customizing forms, views, and dashboards
· Building workflows and automation with Power Automate
· Email integration with Outlook and server-side sync
· Integrating CRM with Business Central and Power BI
· Best practices for data import and migration
CRM 101
Microsoft Dynamics 365 CRM helps your sales team manage customer relationships, track opportunities, and close deals faster. This session is designed for teams new to CRM or evaluating Microsoft's platform — you'll see the key screens, dashboards, and workflows that make CRM easy to adopt and immediately productive.
Agenda
· The 5 key screens: Accounts, Contacts, Opportunities, Leads, Dashboards
· Navigating the sales pipeline and opportunity management
· Activity-based selling: tracking calls, emails, and meetings
· Sales forecasting and pipeline analytics using AI
· Copilot in CRM: AI-generated summaries and next-best actions
· Dashboard views for sales reps, managers, and executives
· Integration with Outlook, Teams, and Business Central
· Getting started: licensing, setup, and quick wins
Scheduling Service Workers
Managing a mobile workforce requires real-time scheduling, dispatching, and visibility. This session covers how Microsoft Dynamics 365 Field Service helps you schedule, dispatch, and track service workers — optimizing routes, reducing downtime, and improving first-time fix rates.
Agenda
· Overview of Dynamics 365 Field Service scheduling
· Setting up the schedule board and resource management
· Drag-and-drop dispatching and automated scheduling
· Optimizing routes and travel time for field technicians
· Work order lifecycle: creation to completion
· Mobile app for technicians in the field
· Using Copilot for scheduling recommendations
· Real-time tracking and customer notifications
Roadmap for CRM
This session reviews the Dynamics 365 CRM roadmap (Customer Engagement), explaining Microsoft’s release wave model and highlighting what’s coming across Sales and Customer Service, with a focus on Copilot, AI agents, automation, and analytics so organizations can plan adoption and prioritize the features that deliver the most business value.
Agenda:
· How the Dynamics 365 release wave model works
· Understanding planned vs released features
· Overall CRM investment areas from Microsoft
· Sales roadmap and Copilot direction
· AI agents for sellers and pipeline execution
· Embedded insights and next-best actions
· Customer Service roadmap and agentic support
· Case management and routing enhancements
· Analytics, dashboards, and research experiences
· Platform, security, and governance considerations
· How to plan pilots and phased rollout
· Key takeaways and next steps
CRM Dashboards
This session demonstrates Microsoft’s prebuilt Dynamics 365 Sales dashboards delivered through Power BI apps, how those dashboards can be accessed and consumed inside Dynamics 365, and how the Data Exploration Agent enables users to ask questions, explore trends, and understand drivers behind sales performance without building reports from scratch.
Agenda:
· Overview of D365 Sales dashboards and Power BI apps
· Where the Microsoft dashboards come from and how they are installed
· Key sales KPIs included out of the box
· Exploring pipeline, forecast, and activity data
· Using filters, slicers, and drill-downs
· Visualizing Power BI dashboards inside Dynamics 365
· Asking questions with the Data Exploration Agent
· Identifying trends, outliers, and performance drivers
· Custom creation of Power BI dashboards
· Sharing insights with sales managers and reps
· Next steps and adoption considerations
Running a Sales Department with CRM
CRM Agenda:
· The 5 key screens you will use (Accounts, Contacts, Opportunities, Multiple Dashboard’s, (Sales rep, Sales Manager, Marketing Manager, Mgmt.)
· Sell more, do a little marketing! Included
· Activity Based Selling, track what each rep. is doing daily
· Sales forecasting & Pipelines, using AI, Includes Sales Copilot, AI does the work for you