TrueDialog’s 'CustomerConnect' SMS for Microsoft Dynamics 365

Summary

TrueDialog CustomerConnect SMS for Microsoft Dynamics 365 helps energy providers and electric, gas, and water utilities communicate with customers faster, more consistently, and directly from the Microsoft applications their teams already use. The solution supports high-volume outreach and one-to-one conversations for outage alerts, service interruption notifications, billing and payment reminders, meter read requests, technician dispatch updates, safety alerts, surveys, and customer support communications.

What We Do

TrueDialog adds native SMS capabilities to Dynamics 365 so teams can send, schedule, automate, and record customer messages from account, contact, service, and journey records. Users can run bulk campaigns, manage two-way conversations, use message templates with static or dynamic content, support opt-out compliance by keyword, and maintain SMS history in the customer activity timeline. TrueDialog also supports SMS, MMS, automated voice, short codes, long codes, reporting dashboards, administration controls, and TrueDelivery deliverability optimization.

Key Deliverables

· Native Microsoft Dynamics 365 SMS capability for bulk, scheduled, triggered, and one-to-one messaging.

· Configurable campaigns for outage alerts, service reminders, billing notices, meter read requests, field service updates, surveys, and emergency communications.

· Two-way customer and operations conversations through Comms Hub.

· Opt-in and opt-out compliance support, including keyword-based opt-out management.

· Message templates, dynamic content, activity history, reporting, user administration, 2FA, and subaccount management.

What Is Not Included

This listing does not include Microsoft Dynamics 365 licensing, Microsoft tenant administration, custom Dynamics development outside the supported TrueDialog integration, utility billing system replacement, customer data cleansing, legal advice, or responsibility for customer-specific messaging consent policies. Carrier registration, messaging throughput, and campaign availability may depend on customer requirements, carrier approval, and applicable compliance rules.

Engagement Approach

TrueDialog works with utility stakeholders to confirm messaging use cases, Dynamics 365 touchpoints, sender requirements, opt-in and opt-out processes, and reporting needs. The team helps configure the SMS experience, align templates and workflows to business scenarios, support 10DLC or sender registration where applicable, and enable users to adopt SMS as part of daily customer service, communications, and field operations. The result is a practical customer communications channel that improves reach, response, and visibility without forcing teams to leave Dynamics 365.

Want to see more? Book a Demo today: https://www.truedialog.com/demo/