Customer Service
Improve customer satisfaction and service effectiveness with Microsoft DynamicsTMCRM4.0 for Customer Service
Deliver customer information, case management, service history, and support knowledge directly to the desktops of customer service representatives and supervisors, giving them the tools to deliver consistent, efficient service that enhances customer loyalty and profitability. Microsoft Dynamics CRM provides a comprehensive customer service solution that is familiar to users, completely customizable to your business process, and scalable to meet enterprise demands.
Deliver Superior Customer Service
Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service Level Agreements (SLAs) and a powerful Knowledge Base to support customers effectively and productively. Enable customer service representatives to create a more consistent service experience using agent scripting provided through Windows Workflow Foundation or integrated 3rd party products.
Manage Work More Efficiently
Create a productive work environment for your customer service representatives with Microsoft Dynamics CRM. Whether implemented through Microsoft Office SharePoint® Server, within the context of a contactcenter agent desktop, or as a natural extension of Microsoft Outlook®, Microsoft Dynamics CRM can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar Microsoft Dynamics CRM interface, your business can quickly bring new service representatives up to speed while reducing training costs.
Automate Service Processes
Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail. Use Windows® WorkflowFoundation to create and execute robust service processes that span the customer service organization. For enterprises seeking to make service a core competency of their organization, Microsoft Dynamics CRMcan extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organizations.
Resolve Issues Quickly and Accurately
Improve your first-call resolution rates using a searchable, shared knowledge base of articles organized by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the CRM user experience. Utilize this advanced capability, as well as click-to-chat and click-to-call functionality, with Microsoft Dynamics CRM and Microsoft Office Communications Server 2007 to truly differentiate the customer experience.
Gain Actionable Insight
Measure customer satisfaction during all stages of the service lifecycle either in real-time or as part of a service reporting cycle. Use historical and predictive analytics to raise customer satisfaction, reduce case handling times, improve first-call resolution, or drive targeted cross-sell/up-sell offers to customers. Incorporate service analytics into product improvement initiatives, quality measurement processes, and warranty program optimization.
Third Party Integration
Confidently build and deploy world-class Contact Centers through integration with critical contact center infrastructure products, including leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products from Microsoft Gold Certified and Certified partners, as well as agent scripting, offer management and workforce management, and call quality solutions.
Integration with the Microsoft Customer Care Framework
Much of the information needed to answer customer questions is scattered across applications such as ERP, billing, and invoicing systems. This informationcan be surfaced through Microsoft Dynamics CRM using the Microsoft CustomerCare Framework to aggregate information from existing systems and channels, to automate tasks, and to accelerate issue resolution. This gives customer ser¬vice representatives the ability to see all customer interaction information across multiple systems in one place.
