Microsoft Dynamics CRM 4.0 - Microsoft CRM Service Module
Microsoft CRM (customer relationship management) from Microsoft Business Solutions will
allow your organisation to offer superior customer service and increase capacity
to handle requests, without adding employees.
Microsoft CRM Customer Service helps your service representatives track customer
requests, manage support issues from initial contact through successful resolution,
and provide customers with the consistent, efficient service that ensures satisfaction
and a long relationship.
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 contact center 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 Workflow Foundation 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 CRM can 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 information can be surfaced through Microsoft Dynamics
CRM using the Microsoft Customer Care Framework to aggregate information from existing systems and
channels, to automate tasks, and to accelerate issue resolution. This gives customer service
representatives the ability to see all customer interaction information across multiple systems in
one place.
Microsoft Dynamics CRM Customer Service
- Choose your user experience: Provide unified customer service using
Microsoft Office SharePoint Server, Microsoft Office Outlook, or a user interface completely
customized 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.
- Maintain a product catalog: Work with a full-featured product catalog,
including support for complex pricing levels, units of measure, discounts, and pricing options.
- 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.
- Manage services, facilities, and equipment: Model your complete service
delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent
service practices throughout your organization.
- Communicate in real time: See the availability and status of co-workers
using Microsoft Dynamics CRM and Microsoft Office Communications Server 2007. Optimize service
handling and resource utilization with the power of instant communications.
- 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.
- Protect data quality: Automatically clean and purge duplicate records to
ensure data consistency and integrity.
- 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.
Microsoft CRM is designed to meet budget and support needs for mid-market businesses.
Delivery and implementation through certified Microsoft Business Solutions partners
include hands-on assistance with setup and maintenance processes, along with comprehensive
training and support resources.
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