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Customer & Supporter Experience Solutions

Creating connected, real-world customer and supporter journeys, not just connected systems

Customer and supporter journeys rarely sit neatly within one system. They move across marketing, sales, fundraising, service, support and ongoing engagement, often involving different teams, processes and sources of data.

 

mhance helps organisations bring these journeys together using Microsoft technology, so teams have the insight, structure and tools they need to engage people more consistently, respond faster and build stronger long-term relationships.

 

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Dynamics 365 SalesDynamics 365 Customer Servicemhance Nonprofit CoreCustomer Insights – JourneysPower PlatformAzure

The challenge

Many organisations are trying to improve customer or supporter experience while working around disconnected systems, fragmented data and inconsistent processes.

 

This makes it harder to deliver personalised experiences, act on insight and manage relationships in a way that feels joined up for the people you serve.

 

In practice, this often means:

  • Customer, supporter or stakeholder data is spread across multiple platforms
  • Sales, fundraising, marketing and service teams work from different information
  • Communications and journeys are inconsistent across channels
  • Teams lack visibility of previous interactions, preferences and behaviour
  • Manual processes slow down response times and create duplication
  • Leaders cannot easily see what is working across engagement, service and retention

How we help

We help organisations create a single, connected view across customers, supporters, interactions and journeys, aligned to how they actually acquire, engage, support and retain people day to day.

 

Rather than focusing on individual systems in isolation, we design and deliver joined-up Microsoft solutions that connect marketing, sales, fundraising and service from first interaction through to ongoing engagement. This includes using technologies such as Dynamics 365 Sales, Dynamics 365 Customer Service, Customer Insights, Power Platform and Azure to support a more consistent, data-led approach to customer and supporter experience.

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Supporting technologies and capabilities

Our Customer & Supporter Experience solutions bring together Microsoft technologies that support customer relationship management (CRM), engagement, service and insight.

Dynamics 365 Sales

To manage relationships, pipelines, opportunities and account activity.

Dynamics 365 Customer Service

To support responsive, consistent service and case management.

mhance Nonprofit Core

Helps nonprofits to streamline operations, strengthen supporter engagement and create a connected platform for fundraising, service delivery and reporting.

Customer Insights – Journeys

To design personalised, multi-channel engagement.

Customer Insights – Data

To bring together customer and supporter data for segmentation and insight.

Power Platform

To automate processes, connect systems and simplify day-to-day tasks.

Azure

To support secure, scalable data and integration foundations.

What this looks like in practice

Customer and supporter relationship management

Create a clearer view of customers, supporters, members, prospects or stakeholders using a CRM system (Dynamics 365 Sales), helping teams manage relationships, pipelines and engagement more consistently.

Service and support experiences

Give service and support teams the context they need to respond effectively, using Dynamics 365 Customer Service to bring interactions, enquiries, cases and history into one place.

Personalised journeys and engagement

Design more relevant journeys using Customer Insights – Journeys, helping teams deliver targeted communications across the right channels at the right time.

Data-driven insight

Bring customer and supporter data together so teams can understand behaviour, segment audiences and make more informed decisions.

Automation and efficiency

Use Power Platform to reduce manual effort, streamline approvals, automate follow-ups and remove friction from everyday processes.

The mhance difference

Built around real journeys

We structure solutions around how people actually move through your organisation, from first enquiry through to ongoing engagement, service and support.

Connected across teams

We help bring marketing, sales, fundraising and service closer together, so teams can work from shared data and deliver a more consistent experience.

Designed for adoption

A solution only creates value if people use it. We focus on making systems clear, practical and aligned to day-to-day working patterns.

Data-first thinking

We prioritise joined-up data so teams can act with confidence, personalise engagement and understand the full relationship lifecycle.

Built for long-term value

We support ongoing optimisation, helping your customer and supporter experience evolve as your organisation, audiences and priorities change.

Outcomes

By connecting data, systems and teams, we help organisations achieve their goals.

The result is a more connected approach to customer and supporter experience, helping your teams manage relationships more effectively and create long-term value.

  • Improve customer and supporter experience and engagement
  • Create a clearer view of relationships and interactions
  • Deliver more personalised, consistent journeys
  • Strengthen collaboration across marketing, sales, fundraising and service
  • Improve responsiveness and service quality
  • Reduce manual effort and duplicated work
  • Make more informed, data-led decisions

Ready to improve what matters most?

Tell us what you’re looking to achieve, and our team will help you find the right solution for your organisation.

Talk to us