Microsoft Dynamics CRM Benefits Your Customer Service Relationships

Be more responsive to each customer, with access to up-to-date information within an environment you already know and use—Microsoft Outlook.

Microsoft Dynamics CRM gives you that automate and streamline customer service processes so your company can more accurately identify, learn about and serve each customer more quickly and profitably.

INTEGRATION 

• Choice of user experience: Manage your service relationships in Microsoft Outlook or in a completely customized user interface. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft Dynamics CRM database.

CUSTOMER SERVICE MANAGEMENT 

• Case Management: Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
• Service Requests: Automatically associate incoming support inquiries with the appropriate case.
• Queuing and routing: Dispatch cases to queues where they can be easily accessed by individuals and teams. In Microsoft Dynamics CRM, queues can be completely customized to match your company’s service processes. In addition, cases can be automatically routed to the appropriate individual, supervisor, or expert to handle a particular service issue.
• Searchable knowledge base: Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.

SUPPORT MANAGEMENT 

• Contract management: Create and maintain service contracts within Microsoft Dynamics CRM to manage Service Level Agreements (SLAs). Use the information to tune your processes or bill customers for support. Each time a support case is resolved, the relevant contract information is updated automatically.
• E-mail Management: Maintain accurate account, contact, and service history with automated tracking and response for customer e-mail messages including auto-response e-mail.
• Product Catalogue: A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
• Reports: Identify common support issues, track service processes, and measure service performance. Build and use either completely custom reports or utilize standard template reports for service.
• Service appointment activities: Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.
• Services, facilities, and equipment: Model your entire service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organization.
• Global service calendar and scheduling engine: Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.
• Workflow: Model and deploy robust business processes for customer service using the new Windows Workflow Foundation. Designed for use by everyone in the organization, workflow can be created in Microsoft Visual Studio as well as through workflow wizards and personalized templates.