01 · Visibility
Complaints surface before cases do.
Customer concerns may gain attention on social channels before they enter a formal service process.
Socivio365 · Intertec-owned IP
Turn social conversationsinto action.
Listen, respond and manage social engagement within your Dynamics 365 environment. Socivio365 helps teams capture customer signals, coordinate responses and turn relevant posts into service cases or leads.
The business need
When social conversations sit outside service operations.
Public feedback moves quickly. But when social teams and customer service work in separate systems, important signals can be missed and follow-up becomes harder to track.
02 · Coordination
Responses lack shared context.
Social and service teams can struggle to see the same conversation history or ownership.
03 · Accountability
Follow-up is difficult to measure.
Without a tracked workflow, response times, escalation and outcomes are harder to assess.
The solution
One workspace for listening, engagement and follow-through.
Built natively on Microsoft Dynamics 365, Socivio365 combines social media management with CRM-connected service and lead workflows.
See emerging conversations before they become service issues. Monitor brand mentions, relevant keywords and competitor conversations across supported social networks.
Bring comments, mentions and messages into one working view, managed within a Dynamics 365-connected workspace with assignment to the appropriate team.
Move from a public conversation to an accountable next step. Convert relevant social posts into Dynamics 365 service cases or sales leads, retaining social context for follow-up.
Recognise changing sentiment and prioritise attention. Sentiment scoring and alerts help teams identify complaints and emerging reputation issues.
Plan communications with clearer oversight. Organise publishing schedules and approval workflows through a shared social content calendar.
Measure responsiveness, engagement and customer signals. Review engagement, response-time and sentiment trends, with Power BI reporting linked to broader customer information where configured.
How it works
From a social post to a tracked response.
A practical example of how Socivio365 can bring a public customer signal into a managed service workflow.
- 01
Detect
Monitor relevant mentions, keywords and conversations.
- 02
Understand
Review context and sentiment to identify what needs attention.
- 03
Route
Create a Dynamics 365 case or lead and assign ownership.
- 04
Follow through
Coordinate the response and review engagement and service signals.
Industry applications
Relevant wherever customers speak publicly.
The same social-to-action foundation can support different priorities, from citizen services and reputation monitoring to lead capture and customer retention.
01/04
Government
Capture citizen feedback from public channels and route service concerns into accountable case workflows.
Why Intertec
Owned technology. Connected delivery.
Socivio365 is Intertec’s own IP, built for the Dynamics 365 environment. Intertec brings the product together with customer-service processes, Microsoft implementation expertise and ongoing support.
Intertec-owned IP
A social engagement product with a roadmap shaped by Intertec and its customers, rather than a generic third-party social tool.
Dynamics 365 alignment
Social conversations can feed relevant case and lead processes, helping teams work with shared CRM context.
Implementation to managed run
Intertec’s proposition covers assessment, demonstration, pilot, rollout and SLA-based managed support.
Let's talk
See how social engagement can work inside your CRM.
Bring a real customer enquiry or social service scenario. Intertec can scope a relevant Socivio365 demonstration and discuss the workflows that matter to your team.