Microsoft Dynamics 365 Portal Development for Fenix Group
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About the client  

Our client Fenix Group is a US-based manufacturing company specializing in Paints and Coating solutions. They are working towards addressing the most complex application challenges faced in the specialty performance coatings industry.

The Project

The client wanted to have an omnichannel strategy that allows them to establish relationships with their existing customer base within a secure Microsoft Cloud environment. The CRM system they wanted must cater to the delays between each customer query resulting in customer dissatisfaction. Alongside, they wanted to leverage the AI-enabled sentiment analysis, an inbuilt feature of MS Dynamics for Customer Service for each customer interaction which eventually focuses on dissatisfaction being explicitly expressed.

We tailored a unique Omnichannel Service Automation solution using Microsoft Dynamics 365 for the Customer Service module to manage the incoming support tickets. The Omnichannel CRM solution aim toward streamlining and automating a number of customer service processes through custom workflows. The Microsoft Dynamics CRM for Customer Service enables case routing, ticketing, and customer support calls/emails in an automated manner. The client wanted to have a CRM system that could empower the customer support teams so as to offer customer service that goes beyond the after-sales service as their primary objective remains customer retention. The Omnichannel CRM system also empowers the agents on the other end of the by reducing their workload and embracing self-service agents across and knowledge base.

  • Case Management
  • Case Reporting
  • Customer Sentiment Analysis
  • Workflow Automation
  • Automated Ticketing System
  • Integrations with existing Customer Service Channels


With a custom-built Omnichannel CRM in place, the support agents at Fenix Group were able to stay true to the after-sales value being offered by the company. The CRM we built was able to address responses and embrace self-service thereby maintaining the overall customer experience within an interconnected and automated ecosystem. The Omnichannel Platform has centralized communication channels that can track inquiries within the CRM from various sources such as SMS, Chatbot, Phone, etc. Our solution eventually became a tool for the organization and their customer service teams were at the forefront of maintaining and enriching relationships with both existing and potential customers.

  • Single Customer View
  • Faster Case Closure
  • Full Omni-Channel Support
  • Encourage Self-Service Portals
  • More Empowered Service Agents
  • Customer Retention
  • Identify Frequently Used Channels

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