---
title: "Customer service: inbound drop — evidence | mCommerce365"
description: "Customer service manager (Turkey): self-service panel let customers track orders; support requests dropped 40% while satisfaction went up."
lang: "en"
canonical: "https://mcommerce365.com/references/support-deflection/"
alternateMarkdown: "https://mcommerce365.com/references/support-deflection/page.md"
lastModified: "2026-08-18"
---

# Customer service: inbound drop

Customer service manager (Turkey): self-service panel let customers track orders; support requests dropped 40% while satisfaction went up.

**−40% support calls**

## Takeaways

- −40% support calls
- Customer service manager (Turkey): self-service panel let customers track orders; support requests dropped 40% while satisfaction went up.
- Will not apply if you never launch the panel or if buyers refuse portals.

## What changed

The panel is for existing B2B accounts, not a public shop. The 40% is a call-centre outcome attributed after the panel went live — see the customer self-service use case for the product shape.

## How to read the metric

These are role-attributed outcomes from deployments we describe without naming the company. They are not a promise that your route will move by the same percentage. The demo is where we test against your BC data.

## Limit

Will not apply if you never launch the panel or if buyers refuse portals.

## Still B2B — not a public shop

The panel is for existing accounts. The 40% is a call-centre outcome attributed after go-live. It will not apply if you never launch the panel or if buyers refuse portals. Product shape: customer self-service use case.

## What a useful demo needs from you

We walk a flow that looks like yours — not a generic grocery catalogue. Twenty minutes is enough if the brief is honest. Sales replies from app@icitech.com.tr.

- Which Business Central deployment you run (cloud / on-prem) and who owns it
- How many field representatives and whether they already carry iOS or Android
- Must-have document types: order, quote, return — we confirm against your company setup
- One painful route: basement, industrial park, rural site, or a counter that cannot wait

## Limits we state on purpose

mCommerce365 is a B2B field sales surface on top of Business Central. It is not a consumer storefront, an iPaaS, or a second ERP. Named customer logos stay unpublished unless the customer has approved them. We do not invent visit counts or league-table rankings on this site.

- Operator: ICI Tech Teknoloji A.Ş. Sales mailbox: app@icitech.com.tr.
- Microsoft, Dynamics 365 and Business Central are trademarks of Microsoft Corporation. Reference does not imply endorsement.
- Anonymous role-attributed notes live under References. They are not a promise that your route will move by the same percentage.

## Questions buyers ask

### Can we put our company name on this metric?

Named logos appear only with customer approval. Until then the note stays role-attributed and anonymous. We will not invent a store name for the page.

### What should we bring to the demo?

Your Business Central deployment (cloud / on-prem), must-have document types, one painful route, and a named ERP owner. We walk a flow that looks like yours — twenty minutes from app@icitech.com.tr.

### Do you support ERPs other than Business Central?

No. mCommerce365 is built as a native Dynamics 365 Business Central extension. If you do not run BC, this product is the wrong fit — we say that so you do not waste a demo.

### Is one week a contractual SLA?

It is the typical path when Business Central is healthy and the scope is field order capture. Unclean items, missing owners, or a company still being redesigned add days. We scope that before kickoff — it is not printed as a guarantee on this website.

### What happens when there is no signal?

The representative keeps capturing the order. The document stays on the device with a visible 'to be synchronised' state and posts to Business Central when the van hits coverage. There is no evening re-keying and no parallel warehouse database.

## Product facts

- **ERP:** Dynamics 365 Business Central only. Not SAP, Logo, Netsis, or a second mobile database.
- **Offline:** Orders continue with no signal. The device queues the document and posts it to Business Central when coverage returns.
- **Go-live:** Typical path is about a week: install the extension, check master data, test, train. Dirty items stretch the calendar — we say that on the first call.
- **Clients:** iOS and Android phones and tablets. Role screens, not a desktop website pinched onto glass. Five languages on this site: EN, TR, DE, FR, ES.

## Related pages

- [References & evidence](https://mcommerce365.com/references/)
- [FMCG route: sales volume after go-live](https://mcommerce365.com/references/fmcg-sales-growth/)
- [Adoption in about a week](https://mcommerce365.com/references/one-week-onboarding/)
- [Operations: zero manual re-entry](https://mcommerce365.com/references/zero-rekeying/)
- [Regional sales: selling without signal](https://mcommerce365.com/references/offline-uptime/)

[Book a 20-minute demo](https://mcommerce365.com/contact/)