When support runs on a shared inbox, your customers feel it before you do
Oxana implements Microsoft Dynamics 365 Customer Service for Australian SMBs who need support to be measurable, accountable and calm. Microsoft Cloud Solutions Partner serving Sydney, Melbourne and Brisbane.
Every growing business hits the same wall
Support started as one person watching an inbox. Then two. Then a mailbox rule, a shared spreadsheet and a WhatsApp group nobody admits to.
Then a customer asks why nobody replied to their email from Tuesday, and the honest answer is that three people saw it and each assumed one of the others had it.
That is not a people problem. It is a systems problem, and it is entirely fixable.
Oxana implements Microsoft Dynamics 365 Customer Service for Australian SMBs who need support to be measurable, accountable and calm. We are a Microsoft Cloud Solutions Partner working across Sydney, Melbourne and Brisbane.
What Dynamics 365 Customer Service does
It turns every enquiry into a case with an owner, a status and a clock.
Cases with accountability
An email arrives, a case is created, it is assigned. Nothing sits in a shared inbox hoping someone notices. Ownership is explicit and visible.
SLAs that mean something
Define response and resolution targets by customer, priority or contract tier. The system tracks them, escalates before they breach, and reports on them afterwards. If you sell a service agreement, you can finally prove you met it.
Queues and routing
Enquiries route by product, region, language or account. Your billing questions do not land on your technical team.
Omnichannel
Email, web chat, Teams, phone and social funnel into the same case list. The customer picks the channel. Your team works one queue.
Knowledge base
Answers written once, reused by agents and published to a self service portal. The FAQ your team keeps retyping into email becomes an article, and half your ticket volume can go and read it.
Copilot
Drafts replies from case history, summarises long threads for the person picking a case up cold, and suggests knowledge articles while the agent types. It is a lever on speed, not a replacement for people.
The reporting is the real payoff
Once support runs through a proper system, you can answer questions that were previously unanswerable.
That last one matters. Most support teams are absorbing a problem that belongs somewhere else. Case data is how you find it and how you make the case for fixing it.
Where it connects
Because Dynamics 365 sits on the same Microsoft cloud as the rest of your stack, the joins are already there.
Dynamics 365 Sales
The account manager sees the support history before a renewal conversation. The support agent sees the deal value before deciding how to handle an escalation.
Business Central
The agent sees orders, invoices and payment status while the customer is still on the line. No hold music while someone opens another system.
Microsoft 365
It runs on the logins your team already has, inside the Teams they already live in.
Field Service
A case that needs someone onsite becomes a scheduled work order without leaving the record.
How we deliver
A deliberately lean build, honest scoping, and adoption work that most partners skip.
Discovery
We sit with your support team, not just your managers. We map what actually arrives, through what channels, and where it currently goes wrong. Usually the team already knows. They have just never been asked.
Design
Case types, queues, priorities, SLAs, escalation paths. We keep it simple enough that a new starter can use it in week one.
Build
Configured in a sandbox, tested with real scenarios from your own history, refined before it goes near a customer.
Migrate
Existing tickets from Zendesk, Freshdesk, HubSpot or a shared mailbox come across where it makes sense to bring them.
Adoption
Training by role, a knowledge base seeded with your twenty most common answers so it is useful on day one rather than empty, and a champion inside the team.
Ongoing
Oxana stays. Your SLAs will change. Your queues will change. You will want reports we did not think of. That is normal and we are here for it.
Who this suits
Australian businesses running support for external customers, roughly ten to two hundred staff, where the volume has outgrown goodwill and memory.
It suits you particularly well if you already run Microsoft 365, because the licensing, identity and security work is largely done.
And it suits you if you have internal IT. Oxana works alongside your team rather than displacing them. They keep the relationships and the context. We bring the Dynamics specialisation that does not justify a full time hire. That is the co managed model, and it is what we are known for.
Common questions
About Microsoft Dynamics CRM, customer service software and service scheduling for Australian businesses.
How long does implementation take?
A standard case management and SLA rollout for a team under twenty five agents runs six to nine weeks. Adding omnichannel, a customer portal or a Business Central integration extends it. We scope before we quote.
What does Dynamics 365 Customer Service cost in Australia?
Licensing scales with the tier you need, from Professional up to Enterprise where omnichannel and the deeper Copilot features live. Implementation is separate and fixed price after discovery.
Can we migrate from Zendesk or Freshdesk?
Yes. Both are common starting points. We migrate open cases and the history you need, and we are honest about what is not worth carrying.
Do our customers need a login?
Only if you want a self service portal. Email and chat need nothing from them.
Is this overkill for a team of five?
Sometimes, and we will tell you if it is. If five people are drowning, the fix is usually process before software. We would rather say that than sell you licences.
Talk to us
If support is running on a shared mailbox and your best answer to how are we tracking is a shrug, book a call. We will look at what is actually arriving and tell you what would fix it.
Oxana is a Microsoft Cloud Solutions Partner serving Sydney, Melbourne and Brisbane. The IT team behind your IT team.