Dynamics 365 Complaint Framework Enhancement
Budget: $15 – $25 USD
I’m looking for a senior-level advisor who can review our existing Microsoft Dynamics 365 complaint resolution setup and show me exactly how to bring it in line with the UAE Global Star Rating System for Services as well as broader UAE Government service-excellence benchmarks.
What I need you to do
• Run a rapid yet thorough assessment of our current end-to-end complaint lifecycle inside Dynamics 365.
• Map every step against GSR requirements and recognised global CX best practices, then surface the gaps.
• Translate those findings into a clear, prioritised improvement roadmap that covers SLA management and escalations, governance and accountability, omnichannel touchpoints, plus the AI-driven automations that Dynamics 365 and Power Platform can offer.
• Design a KPI framework with performance dashboards so leadership can track resolution speed, customer satisfaction, and compliance in real time.
Engagement style
We will conduct a series of short, focused workshops delivered in a hybrid format—some sessions on-site in the UAE, others over Microsoft Teams—purely advisory, no hands-on build. Expect direct access to key stakeholders and the ability to review our live Dynamics 365 environment.
Deliverables (to sign off)
1. High-level assessment report and gap analysis.
2. Prioritised recommendations roadmap with quick wins, medium-term fixes, and longer-term enhancements.
3. KPI and governance framework, including sample Power BI or Dynamics 365 Customer Service dashboards.
Acceptance criteria
• Recommendations must explicitly reference each GSR service standard and show how the proposed change satisfies it.
• All advice should be immediately actionable within Dynamics 365 Customer Service without custom code wherever feasible.
• Final documents delivered in both PDF and editable formats (Word / PowerPoint).
If you have demonstrable experience aligning Dynamics 365 environments with government CX frameworks—especially within the GCC—let’s talk.
What I need you to do
• Run a rapid yet thorough assessment of our current end-to-end complaint lifecycle inside Dynamics 365.
• Map every step against GSR requirements and recognised global CX best practices, then surface the gaps.
• Translate those findings into a clear, prioritised improvement roadmap that covers SLA management and escalations, governance and accountability, omnichannel touchpoints, plus the AI-driven automations that Dynamics 365 and Power Platform can offer.
• Design a KPI framework with performance dashboards so leadership can track resolution speed, customer satisfaction, and compliance in real time.
Engagement style
We will conduct a series of short, focused workshops delivered in a hybrid format—some sessions on-site in the UAE, others over Microsoft Teams—purely advisory, no hands-on build. Expect direct access to key stakeholders and the ability to review our live Dynamics 365 environment.
Deliverables (to sign off)
1. High-level assessment report and gap analysis.
2. Prioritised recommendations roadmap with quick wins, medium-term fixes, and longer-term enhancements.
3. KPI and governance framework, including sample Power BI or Dynamics 365 Customer Service dashboards.
Acceptance criteria
• Recommendations must explicitly reference each GSR service standard and show how the proposed change satisfies it.
• All advice should be immediately actionable within Dynamics 365 Customer Service without custom code wherever feasible.
• Final documents delivered in both PDF and editable formats (Word / PowerPoint).
If you have demonstrable experience aligning Dynamics 365 environments with government CX frameworks—especially within the GCC—let’s talk.