[ICS] Customer Communication Agent

In today’s fast-paced business environment, timely and accurate communication with customers is crucial. [ICS] Customer Communication Agent expands the standard functionality of Microsoft Dynamics 365 Finance & SCM systems to deliver automated email follow-ups, sales quotations and order creation, updates, and activity logging. It is intended for companies that handle high volumes of customer emails and orders and face challenges in keeping communication timely and accurate.

The solution is designed to improve efficiency with easy-to-use functionality and seamless integration into your Dynamics ERP system.

With the Customer Communication Agent, you can:

• Automate follow-up emails regarding sales quotations and orders for customers and internal managers.
• Convert incoming emails into new sales quotations and orders or update existing ones automatically, including selective application of changes per order or per line.
• Automate the execution of user-defined MCP instructions and business procedures associated with quotation/order processing.​
• Automatically log activities related to sales quotations/orders, ensuring full traceability of customer interactions.

The Customer Communication Agent consists of 3 parts:​​

1. Follow-up Emails to Customers Agent – automates routine customer communication, including reminders for pending or unconfirmed orders, follow-ups after quotes or confirmations, and shipment notifications.​​​
2. Speed Up Updates in Sales Orders Agent – converts incoming emails into system actions, enabling creation of new quotations/orders, updating existing ones, logging order-related activities, and recalculating delivery dates. Managers can selectively apply or ignore changes for entire orders or individual lines, maintaining control while saving time.​​​
3. ​​MCP Instructions Processing Module – allows processing sales quotation/sales order activities and post-processing of sales quotations/orders after creation/updating.​​​

These parts work independently, allowing companies to enable only the features they need while improving efficiency, accuracy, and responsiveness in customer communication.​​​

The Benefits

Typical benefits of implementing the Customer Communication Agent include:

• Significant reduction in manual email processing time
• Increased accuracy in order management
• Faster customer responses
• Reduced workload for sales and service teams

The solution ensures that no request goes unnoticed and allows companies to maintain high-quality customer service efficiently.