Microsoft Dynamics® CRM for Customer Service

Power your service productivity

Transform your customer service into a strategic asset with Microsoft Dynamics CRM customer service solutions. With a 360-degree view of the customer, your agents can resolve issues quickly and reduce handling times with advanced customer service software. By automating processes, you can also reduce costs and help to ensure consistent customer service is delivered across all touch points.

Improve Agent Productivity

With the familiar Microsoft Outlook interface, role-based forms, and embedded Microsoft Office features, Microsoft Dynamics CRM minimizes administrative tasks and gives your customer service professionals more time to focus on their core competency – servicing customers.

·         Reduce call handling time

o   Provide high level of service.

o   Successfully complete every transaction.

o   More quickly to next customer.

·         360-degree view of each customer’s activity.

·         Increase agent efficiency

o   Knowledge Base.

o   Pre-build email templates.

o   Time savings, work faster while providing better service.

o   Automatic tracking transactions.

Improve Operational Efficiencies

With powerful workflow capabilities and guided service processes, you can expedite approvals, streamline escalations, and improve the efficiency of the overall service process.

·         Streamline processes

o   Workflows automate best practices.

o   Case routing.

o   Activity creation and assignment

o   Closed loop service processes.

o   Exception alerts.

o   Quick escalation of key customers.

o   Value-driven processes.

·         Contain costs

o   Fast agent on-boarding: less time in training new agent.

o   Lowered cost.

Contain Service Costs

Microsoft Dynamics CRM is built on top of technologies your technology professionals already know. Your organization can save a large sum of money to deploy and integrate Dynamics CRM to your systems.

·         Point-and-click customization: people can customize their own interfaces.

·         Reduced reliance on IT technicians.

·         Scales to meet business needs.

·         Built on industry standard technology.

·         Easy to deploy and integrate with other systems like call center, …

·         Familiar environment: the integration of Microsoft Outlook, Microsoft Office Word and Excel.

Deepen Business Insight

Provide easy access to actionable insights, it informs better business decisions across the organization.

·         Customer-driven business insight

o   Understand customer buying and purchase preferences.

o   Target cross-sell and up-sell opportunities.

·         Improved decision making

o   Full spectrum of reports: out-of-the-box reports and custom reports.

o   Out-of-the-box and configurable dashboards, inline data visualization capabilities.

References

[1]    Customer Service, Official website, http://crm.dynamics.com/customer-service

[2]    CRM Online, http://www.microsoft.com/en-gb/cloud/cloudpowersolutions/crm-online.aspx

[3]    Customer Service Data Sheet, Dynamics CRM Official Site, http://crmdynamics.blob.core.windows.net/docs/microsoft_dynamics_crm_customer_service_data_sheet.pdf

[4]    Customer Service, Systematica, Microsoft Gold Partner, http://www.systematicainc.com/D-CRM_ServiceMngmt.asp