Modernize your service with AI-powered Dynamics 365 solutions: event recap

On November 19, 2024, Net IT and Microsoft hosted an insightful afternoon event, “Modernize Your Service with AI-Powered Dynamics 365 Solutions.” Held at Microsoft Belux in Zaventem, the event explored how AI can transform service operations and deliver unparalleled customer experiences.

Designed for CIOs, COOs, and other decision-makers from enterprise-level organizations, the sessions showcased the latest advancements in AI-powered tools, practical demos, and real-world success stories, like the one from Agfa.

A packed agenda of insights and innovation

• Welcome and introduction: Kristof D’Hoosche, Strategic Partner Manager at Net IT and Wouter Vandendriessche from Microsoft set the stage for transformation with AI in customer and field service.
• Keynote: Kevin Aelbrecht, Net IT Dynamics 365 Service Specialist, and Jonathan D’Haene, Technology Specialist Business Applications from Microsoft, demonstrated in real-time how Dynamics 365 empowers service teams with AI to boost productivity and enhance customer satisfaction. Including a hands-on showcase of Copilot’s capabilities in contact centers, proactive customer engagement, and field service optimization.
• Agfa Business Case: Alex Fedanov, Head of IT at Agfa, provided a detailed look at how Agfa modernized its service operations using Dynamics 365 to streamline processes, cut costs, and improve service delivery.
• Net IT Approach: Kristof D’Hoosche shared insights into Net IT’s co-creation methodology and agile deployment strategies that deliver measurable business value by implementing service software such as Dynamics 365.

Key insights from the event

1. The AI opportunity

AI is no longer a future trend—it’s a necessity. The train already left the station and everyone should already be on it. Microsoft highlighted findings from its Work Trend Index 2024, showing how AI adoption is reshaping workplaces. Generational differences in tool adoption highlight the growing need for tailored AI solutions to meet the diverse needs and expectations of user groups within an organization.

2. Microsoft Copilot for Dynamics 365

The event demonstrated how Microsoft Copilot supports service teams by automating routine tasks, improving collaboration, and offering real-time insights. Highlights included:

• Enhanced agent productivity through AI-driven recommendations.
• Real-time collaboration between field and office teams.
• Self-service portals that empower customers while reducing operational load.

3. Customer-centric service transformation

A 360-degree customer view, powered by Dynamics 365, was showcased as a game-changer for personalized service delivery. The integration of IoT and AI ensures field technicians are optimally prepared, reducing downtime and enhancing customer satisfaction.

Agfa business case: a story of success

Alex Fedanov, Head of IT at Agfa, shared Agfa’s inspiring journey of transformation. Faced with fragmented systems and limited visibility, Agfa chose Dynamics 365 for its robust capabilities and seamless integration with Microsoft 365 and showed his satisfaction about the implementation by and collaboration with Net IT.

Key outcomes:

• Harmonized global processes across business units.
• A customer self-service portal to streamline service requests and improve satisfaction.
• Faster issue resolution and reduced operational costs through AI-enabled field service.

Net IT’s strategic approach

Kristof D’Hoosche, Strategic Partner Manager at Net IT, highlighted Net IT’s co-creation model, emphasizing agility and collaboration. By adopting a product-owner-centric organization and involving business unit leaders at every stage, the team ensures fast deployment and strong user adoption.

Conclusion: the future of service is AI-driven

This event underscored the transformative power of AI in modernizing service operations. Organizations that embrace AI and Dynamics 365 can not only reduce costs but also enhance customer loyalty and satisfaction.

Couldn’t attend the event? Schedule a free consultation with Kristof D’Hoosche to explore tailored opportunities for your organization!

Discover how AI-powered Dynamics 365 solutions can address your challenges and drive measurable results for your own company!

Kristof D’Hoosche
Strategic Partner & Lead Public Sector
📞+32 9 3618233
✉️ kristof.dhoossche@net-it.be