Improve Customer Service with CRM
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 customisable to your business process, and scalable to meet enterprise demands.
Core Features of the Customer Service module include:
- Choose your user experience:
Provide unified customer service using Microsoft Office
SharePoint Server, Microsoft Office Outlook, or a user interface completely customised
for your business needs, such as a contact center agent desktop.
- Manage cases: Create, assign, and manage customer service requests across multiple channels, including phone, e-mail, Web, in-person and emerging channels. Manage cases from initial contact through resolution and automatically associate incoming support inquiries with the appropriate case.
- Route and queue cases: Dispatch cases to queues where individuals and teams can access
them easily and automatically route them to the appropriate individual, supervisor or
expert. Customize service queues so that they match your customer service processes.
- Speed problem resolution: Resolve common support issues quickly using a searchable knowledge base. Ensure that published information is complete, correct, and properly tagged using built-in review processes. Build and maintain a solution database that makes it easy for people to find appropriate solutions quickly.
- Manage contracts: Create and maintain service contracts within Microsoft Dynamics CRM to manage service level agreements (SLAs), refine business processes, and bill customers accurately. Update the relevant contract information automatically each time a support case is resolved.
- Manage and automate e-mail response: Maintain accurate account, contact and service history with automated tracking and response for customer e-mail messages.
- Schedule appointments and resources: Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities. Quickly locate qualified and
customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
- Automate service processes: Model and deploy robust business automation for customer service using Microsoft Visual Studio® or a wizard-based design environment. Integrate workflows across business systems based on the Windows Workflow Foundation.
- Turn data into actionable knowledge: Identify common support issues, track service processes, and measure service performance. Use rich reports that provided standard as part of Microsoft Dynamics CRM or easily build customized reports with wizard-based tools that do not require technical resources from IT.
- Complaints, Compliments and quality: The system can be used to log customer feedback in form of complaints, compliments and general feedback. The system can also be used as a Complaints Management system to compliment your existing ISO9000 quality procedures.
Contact Crimson Consultants for further information or to book a demonstration.