Customer Service


Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. Users find familiar functionality and an interface that let them work in a personal, natural way. This intelligent solution informs customer service professionals with guidance that is insightful and actionable. The result is a connected, collaborative, and integrated organization.


Customer Service Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. Users find familiar functionality and an interface that let them work in a personal, natural way. This intelligent solution informs customer service professionals with guidance that is insightful and actionable. The result is a connected, collaborative, and integrated organization.

Accounts

  • Manage accounts with insight and collaboration

  • Boost agent productivity with a familiar user interface that is natural and personal.
  • Create business connections across CRM activities and entities.
  • Build teams with users from multiple business units to own records and assigned roles.
  • Audit changes to business data with automatic notification.
  • Enable role-based access and permissions to accounts and data.
  • Analytics

  • Enhance customer service with insightful, actionable intelligence
  • Track and measure performance for organizations, business units, teams, and individuals.
  • Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI).
  • Stay current with dashboards of customizable real-time analytics.
  • Import and export Microsoft Office Excel spreadsheets in real time.
  • Use built-in reports or customize with Report Wizard.

    Cases

    • Respond to cases faster with access to complete case and customer data.
    • Use guided business processes and scripted dialogues to deliver fast and precise service.
    • Manage cases across individual and team queues that are user friendly and configurable.
    • Personalize data views, dashboards and navigation; pin favorites to workstation.
    • Flexibly manage cases across channels for customer convenience.

    Contracts

    • Simplify contract Management to develop and revise customized customer contracts.
    • Use workflow to trigger activities to help agents consistently deliver the right level of service.
    • Gain actionable insight to help agents sell more service and support contracts.
    • Give agents real-time access to views of service eligibility for each customer.

    Knowledge


    • Get the right information at the right time.
    • Increase first contact resolution with the built-in knowledge repository.
    • Speed case handling by making it easy to find information with familiar tools.
    • Avoid duplicated efforts by using cross-channel knowledge and collaboration.
    • Use familiar and graphical tools to track and monitor the flow of knowledge.

    Mobility

    • Integrate Mobile Express for Microsoft Dynamics CRM.
    • Deliver notifications and alerts through mobile devices.
    • Manage and update service schedules and appointments.
    • Access and send CRM customer service data via any web-enabled device.
    • Drag and drop configuration and forms design for mobile devices.

    Scheduling

    • Streamline scheduling with all resources required to perform a service.
    • Schedule services and resources to serve customers effectively.
    • Save time with familiar and easy scheduling tools.
    • Stay connected across teams with a centralized view of service calendars and resources.
    • Use familiar tools to set up and manage reoccurring appointments in CRM.

    Workflows

    • Establish processes that facilitate a connected organization that is collaborative and integrated.
    • Save time and money by allocating items to queues based on inquiry type or any custom entity.
    • Automatically assign activities to specific agents or teams; define role-based and security-based views.
    • Establish rules-based approvals and escalation to route cases to the right person.
    • Personalize workflow with point-and-click tools; use conditional branching and nesting.