SMS for Case Management: 1-Day Implementation
enCloud9
Automatically text your customers when a case is created, updated, or resolved — deployed in your Dynamics 365 environment in one business day.
Automatically text your customers when a case is created, updated, or resolved — deployed in your Dynamics 365 environment in one business day.
Stop letting customers wonder where their case stands.
When a customer opens a support case, they want to know it was received, what's happening, and when it will be resolved. Most service teams handle that with manual emails or repeat phone calls — which slows reps down and frustrates customers.
This 1-day implementation gives you automated SMS notifications directly from Dynamics 365 Customer Service. The moment a case is created — or hits key milestones like assignment, escalation, or resolution — your customer gets a text with their case number and status. No more "where are we on my ticket?" calls.
What you get
- A configured Power Automate flow that triggers on case creation and status changes
- SMS delivery through your Twilio account, from a number you control
- Customizable message templates so texts sound like your brand
- Field mapping to your existing case data (case number, owner, priority, ETA)
- A 30-minute training session for your service team
- Documentation of the setup so your team can maintain it
Why service teams use this
- Customers feel taken care of without staff lifting a finger
- Service reps spend less time fielding "status check" calls
- Resolution times improve when customers respond faster to updates
- Higher CSAT scores from proactive communication
Delivered in 1 business day
No code changes to your Dynamics 365 environment. Everything runs on Power Automate, so your team can adjust message wording and triggers without a developer.
Prerequisites
- An active Dynamics 365 Customer Service license
- A Power Automate license
- A Twilio account (we can help you set one up)
About enCloud9
We help businesses get more out of Microsoft Dynamics 365 and the Power Platform. Headquartered in Bellevue, Nebraska, we've been a Microsoft partner since 2009, working with companies across the U.S. on CRM strategy, implementation, automation, and ongoing support. Learn more at encloud9.com.
