Microsoft Dynamics CRM for Customer Service

Businesses with high customer satisfaction scores consistently thrive and out-perform their competitors. By deploying Microsoft Dynamics CRM, organisations are able to transform their service delivery by increasing client satisfaction, generating new revenue and cutting costs.

Microsoft Dynamics CRM service tools are focused on three key areas:

Empowering everyone within a business to be part of customer service
Using a single source of customer data for a true 360° view
Changing customer service from a cost centre to a strategic asset

Microsoft CRM Customer Service is for businesses that want to:

Increase customer satisfaction standards and strengthen customer loyalty
Have greater visibility of customer service performance indicators
Make it easier for their people to serve customers and provide them with greater value
Identify new sales opportunities
Handle more calls without recruiting additional staff

Microsoft Dynamics CRM Customer Service & Support Brochure

What Microsoft CRM for Customer Service delivers:

Account & Contact Management

Account, Contact & Service History - see the full history of accounts and contacts from multiple perspectives to improve user productivity and remove the usual frustration of inability to find customer information.
Complex Relationships - database modelling enables many:many, one:many and many:one relationships to reflect the true nature of every business.
Contact Management - add, change and manage contact information through one interface to improve first call resolution and cut handling time.
Data Quality - automatically clean and purge duplicate records for consistency and to protect data quality.

MS DYNAMICS CRM
SERVICE AUTOMATION BENEFITS

Achieve higher customer satisfaction goals.
Drive user production while reducing service costs.
Use business intelligence to make compelling offers & recommendations.
Requires less training time to quickly get new agents up to speed.
Use workflows & CRM knowledge base to reduce call handling times.
Includes support case queuing.
Service scheduling enables key resources to be booked in CRM.
Proactively identify common service issues to reduce call volumes.
Access by Outlook, web or mobile device in real-time or offline.

Interaction & Knowledge Management

Flexible Interaction Framework - Dynamics CRM can be accessed through a variety of interfaces including Outlook, Web client via Internet Information Server (IIS), web client via MS Sharepoint or Agent Desktop for maximum flexibility.
Knowledge Base - build a database of solutions to common problems and requests to share best practice, fix issues faster and ensure consistency. Articles can also be published through web self-service to reduce support costs by helping customers to help themselves.
Email Response Management - robust email support includes auto-response and automatic promotion of emails to cases.

Case Management & Scheduling

Service Level Agreements - establish SLA tracking to provide a consistent service or bill customers per support incident, by support time used etc.
Multi Channel Management - capture, manage and resolve support cases and incidents through multiple touch points including web, email, phone and in person.
Communication & Activities Management - plan, record and complete activities associated with a case to see what has been done and plan future steps.
Routing & Escalation - cases can be automatically or manually placed in queues. Workflow rules can be applied to escalate to managers if cases aren't resolved or exceed a SLA.
Service Scheduling - field service / service scheduling tools are used to manage field personnel, equipment, property and other key resources that are needed to complete a job. Full featured calendar with optimisation engine automatically selects the best date/time for the service based on customer requirements and resource availability.

MICROSOFT DYNAMICS CRM VIDEOS

Customer service demonstration

Better customer service

Live management reporting

Real Time Insight, Reporting & Analytics

To improve service standards, identify critical shortfalls and discover new revenue prospects, Microsoft Dynamics CRM reporting and analytics include:

Viewing historical activities
Building & deploying predictive analytics
Online Analytical Processing and data mining
Service and contact centre dashboards
Custom service reporting

Microsoft Dynamics CRM comes with standard service reports that help businesses see where time is being spent, measure service standards and understand why customers are calling in.

Beyond out-of-the-box reports Microsoft CRM offers full business intelligence and analytics capability using the report wizard embedded in CRM or with a combination of Excel 2007, Performance Point and SQL Analysis Services. MS CRM can also import information from other systems produce consolidated Contact Centre reports.

Businesses can also utilize SQL Analysis Services in combination with workflow and custom code to provide real-time actionable intelligence that predicts customer behaviour and presents recommended offers for up-sell / cross-sell.

How Businesses Benefit from Microsoft CRM Customer Service:

For Business Owners, Managing Directors and Executives

High user adoption stimulates increased productivity to drive down service costs and so that more customers can be served more reliably.
Increased customer insight and intelligence reporting enables businesses to offer timely, compelling offers that will resonate with customers.
Windows workflows, multi-language and multi-currency deployments enable businesses to establish a global service process.

For Contact Centre & Service Managers

Real-time tracking of key metrics help managers to meet performance targets, respond to business change and eliminate guesswork in managing a service operation.
The intuitive Microsoft CRM interface makes it quicker and easier to train and induct new customer service agents to reduce costs and make new people productive in less time.
The native and user friendly Outlook interface makes Microsoft CRM easy to use thereby increasing staff morale and retention.

For Sales Staff

With a single source of customer data and time saving features including auto-complete options, customer issues can be handled faster.
Eliminates frustration and enables customer facing staff to feel in greater control of support cases with access to full case history and a knowledge base.
Team and personal workflows reduce errors and cut call closing time so customer issues can be resolved more effectively.

	Find Out More For independent CRM advice and find out how Microsoft Dynamics CRM could transform your business performance call 0870 382 5000 to discuss your requirements with one of our consultants.

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	How does Microsoft CRM compare with other applications? Read our comparison chart to see how Microsoft Dynamics CRM measures up with ACT!, GoldMine and Sage CRM or download our concise CRM software comparison chart.
	Microsoft Dynamics CRM Brochures Download our Microsoft Dynamics CRM brochure and our CRM datasheets for customer service, sales and marketing teams.
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