01
Fragmented customer records
Customers repeat their issues when email, voice, chat and social enquiries are managed separately.
PERSONALISED MARKETING · MICROSOFT
Make Every Customer Journey MoreControl.
Bring customer data and behavioural signals together to build useful segments, respond to timely events and measure how audiences engage across channels.
THE BUSINESS NEED
Where service and engagement break down.
The starting point is the operating challenge—not the technology itself.
02
Resolution varies by agent
Scheduled outreach can miss important moments such as a service update, enquiry or change in customer behaviour.
03
Unclear campaign impact
Without connected reporting, teams struggle to see which journeys influence response and conversion.
SOLUTION FEATURES
What Dynamics 365 Customer Insights delivers.
Explore the six capabilities highlighted in Intertec’s CX proposition. Open each card for the operational context and implementation considerations.
Bring profiles, behaviour and service history into a consolidated customer view. Customer Insights – Data provides the profile foundation described in the deck. Confirm source systems, identity resolution and data quality during discovery.
Trigger communications in response to relevant customer actions or events. Map events, eligibility, suppression rules and follow-up timing before designing journey branches.
Organise audiences using attributes, behaviour and relevant customer context. Define segments against business objectives and available consented data rather than assuming every data source is ready to use.
Use natural-language assistance to draft journeys, segments and content. Treat AI-generated drafts as inputs to a governed review and approval process; availability depends on Microsoft configuration.
Coordinate outreach across channels such as email, SMS, push and WhatsApp. Supported channels and provider dependencies must be confirmed for the proposed deployment; maintain consent and preference rules.
Review engagement, conversions and journey performance to improve future activity. The deck references Power BI; dashboard design, attribution definitions and integration requirements need scoping.
IN PRACTICE
From insight to timely engagement.
A representative process to illustrate how the solution may support a defined use case. Actual configuration depends on the organisation’s systems and policies.
- 01
Capture
A customer action or service event creates a relevant signal.
- 02
Understand
Unify usable profile and interaction context.
- 03
Segment
Identify the eligible audience and applicable consent.
- 04
Engage
Trigger an appropriate message or journey.
- 05
Measure
Review engagement and refine the next step.
INDUSTRY APPLICATIONS
Where it can create practical value.
Select an industry to see a focused use case. These are proposed scenarios, not claims of completed customer implementations.
01/04
Government
Respond to onboarding milestones and service events with relevant, permission-aware communication.
Why Intertec
From use case to operational delivery.
Intertec brings technology selection, business-process understanding and phased delivery into one customer experience programme.
Microsoft-aligned delivery
Intertec positions Customer Insights within its wider Dynamics 365 and business applications practice.
Journey and process design
Discovery connects audience requirements, events and consent controls with the journeys being configured.
Integration and ongoing improvement
Intertec can scope data dependencies, deployment phases and support as part of the wider CX programme.
Let's talk
Explore the right use case for your organisation.
Discuss your current processes, priority scenarios and the questions a demonstration or proof of value should answer.