Idenxt

Setting Up Microsoft Dynamics 365 CRM for Automated Customer Case Management

Idenxt is a Swedish cloud and automated Microsoft Azure managed services provider led by CEO Per Werngren, former Global President of the International Association of Microsoft Channel Partners (IAMCP).

Business Challenge

Delivering enterprise-grade Azure managed services requires responsive, transparent customer support. Idenxt needed a streamlined solution to automatically manage incoming emails, convert customer inquiries into structured support tickets, link engineering tasks directly to each ticket, and monitor resolution progress from receipt to closure.

Microsoft & Indi Vision Solution

Indi Vision configured a tailored customer service and case management solution on Microsoft Dynamics 365 tightly integrated with Microsoft Teams. Its features include:

• automatic creation of support cases from incoming customer emails;
• instant notifications in Microsoft Teams whenever a new ticket arrives or changes status;
• dedicated workspace to manage each customer case individually with full communication history;
• customizable ticket fields, categorization, and SLA tracking;
• direct task creation and assignment linked to individual customer tickets;
• post-resolution customer satisfaction tracking and case analytics;
• real-time operational dashboards for support leadership.

Measurable Results

Thanks to rapid Agile configuration on native Microsoft cloud components, Indi Vision delivered the complete project in just 14 hours - from initial requirements gathering to live system presentation and handover.

"D365 together with Teams provides a great platform for handling service tickets. Seamless integration between the platforms provides a unified experience and helps us service our customers with the highest level of professionalism. The Indi Vision team are wonderful to work with and we highly recommend them."

Per WerngrenCEO at Idenxt (Sweden), Former Global President of IAMCP