ACT Solutions Ltd – Elevating Customer Service with Microsoft Dynamics 365

For over 20 years, ACT Solutions Ltd has been a trusted leader in delivering Microsoft Dynamics CRM and customer engagement solutions across Greater China and Asia. We specialize in implementing Dynamics 365 Customer Service to help organizations deliver personalized support, streamline case management, and build lasting customer relationships.

Why ACT Solutions?

• Proven Expertise: 20+ years of CRM success, 15+ years in retail, and 8+ years in service industries.
• Industry-Specific Solutions: Tailored customer service platforms for retail, F&B, healthcare, and logistics.
• End-to-End Capabilities: Covering CRM, case management, Power Platform, mobile, and cloud.
• Dedicated Team: 40+ consultants, including 35+ certified Dynamics experts.
• Quantifiable Impact: 95% first-call resolution, 40% faster response times, 360° customer visibility.

Our Professional Services

1. Dynamics 365 Customer Service Implementation

We deliver full-cycle implementation of Microsoft Dynamics 365 Customer Service, from business analysis and system design to go-live and post-launch support. Our agile methodology ensures fast ROI, reduced risk, and budget control.

2. Industry-Focused Customer Engagement Solutions

• Retail & E-Commerce: Omni-channel support, loyalty integration, and real-time chat.
• Food & Beverage: Feedback tracking, service ticketing, and mobile support tools.
• Healthcare: Patient inquiry management and secure communication workflows.
• Logistics: SLA monitoring, proactive notifications, and escalation handling.
• Hospitality: Guest service automation and multilingual support.

3. Specialized Modules & Add-ons

• Case Routing Engine – Intelligent assignment based on skills and availability.
• Knowledge Base Portal – Self-service access to FAQs and troubleshooting guides.
• Customer Insights – Unified profiles and sentiment analysis.
• Localization Features – Multilingual support and region-specific compliance.
• Mobile Agent App – On-the-go case updates and customer interactions.
• Voice & Chat Integration – Seamless support across channels.

4. Support & Customization Services

• Daily IT Helpdesk – Single point of contact for support.
• Custom Development – Tailored workflows and automation rules.
• Training & Knowledge Transfer – Empowering client teams with CRM know-how.

5. Global Rollout & Multi-Model Support

• Global CRM Rollouts – Implementations across 30+ countries.
• Business Model Flexibility – B2C, B2B, O2O, Franchise, Subscription.

6. Technology & Intelligence

• Microsoft Stack Integration – Dynamics 365, Power Platform, Azure, Teams.
• Power BI Dashboards – Real-time service metrics and performance tracking.
• Cloud-Based Solutions – Scalable, secure, and globally accessible.