Service & Support CRM Automation

Microsoft Dynamics CRM 2011 Customer Service Automation

Microsoft Dynamics CRM 2011 provides all the essential tools needed to deliver outstanding service across all customer touch points.

Including service history, process automation, case management, call escalation and knowledge base functionality, Dynamics CRM 2011 will help you deliver consistent service, reduce service costs and strengthen customer retention.

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

Empowering everyone to be part of customer service
Sharing a single source of customer data to create a fully rounded view of each relationship
Changing customer service from a cost centre to a strategic asset

Benefits of Microsoft Dynamics CRM Service Automation:

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

MS Dynamics CRM Service Dashboards

Microsoft Dynamics CRM 2011 dashboards provide real-time analytics across all service areas and goals so you can measure performance and take prompt action if standards slip.

CRM dashboards can be customised in line with team and individual preferences to answer questions like:

What is the trend for case resolution this month?
Who has the most cases outstanding?
How are we progressing towards our call closure targets this week?
Who tops our leaderboard for resolving the most issues today?
Who are our top 10 customers?
What's the breakdown on the type of reported customer issues?

Like all Dynamics CRM dashboards, individual charts and graphs can be embedded into multiple CRM views so that key service metrics are always visible.

MS DYNAMICS CRM 2011
SERVICE AUTOMATION

Drives user productivity without increasing service costs.
CRM dashboards provide real time insight across service metrics.
Supports SLAs to prioritise issues on high value accounts.
Automatically escalates outstanding issues.
Dialog call scripts guide call agents to consistently process routine issues.
Develop a CRM knowledge base to reduce call handling times.
Includes support case queuing.
Service scheduling enables key resources to be booked in CRM.
In built reports help identify where time is being spent & common service issues.

MS DYNAMICS CRM 2011
DEMONSTRATION VIDEOS

Online CRM 2011 Demonstrations

Customer case studies

Real time Dynamics CRM dashboards create a clear insight to show where time is being spent in resolving issues, case resolution trends & progress towards service targets

Microsoft Dynamics CRM 2011 Service tools include:

Account & Contact Management

Account, Contact & Service History - see the full history of accounts & contacts from multiple perspectives to improve user productivity & remove the usual frustration from an inability to quickly find customer information.
Complex Relationships - flexible database modelling enables many:many, one:many & many:one structures to accurately manage every relationship.
Contact Management - add, change & manage contact information through one interface to improve first call resolution & cut handling time.

Case Management & Scheduling

Service Level Agreements - establish SLA tracking to ensure your most profitable accounts always receive a priority service.
Multi Channel Management - capture, manage & resolve support cases and incidents through multiple touch points including web, email, phone & in person.
Communication & Activities Management - plan, record & complete activities associated with a case to review action & plan future steps.
Service Scheduling - field service / service scheduling tools are used to manage field personnel, equipment, property & other key resources that are needed to complete a job. Full featured calendar automatically selects the best date/time for the service based on customer requirements & resource availability.

Service Automation

Routing & Escalation - cases can be placed in queues for prioritised action. Workflow rules can be applied to escalate to managers if individual cases aren't resolved or exceed a SLA.
Dialog Scripts - wizard driven call scripts guide users through everyday service issues including surveys, returns, complaints & telemarketing by prompting questions to enforce consistency & improve data quality.
Email Automation - send customers automated notifications when a case is logged, send feedback requests when a case is closed, trigger email alerts if SLAs are breached to streamline all service processes & make clear communications without time consuming manual tasks.

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 - develop a database of solutions to common problems & requests to share best practice, fix issues faster & ensure consistency. Articles can also be published through web self-service to reduce support costs by enabling customers to help themselves.
Email Response Management - robust email support includes auto-response & automatic promotion of emails to cases.

Service Performance Insight

CRM dashboards - gain real-time insight to understand how well customers issues are being resolved through interactive drill down dashboards that keep critical service metrics visible.
Service goals - measure performance against your service goals to assess average call times, maximum number of outstanding calls & other key targets.
Integrates with other Microsoft technology - utilize SQL Analysis Services in combination with workflow and custom code to provide real-time actionable intelligence that predicts customer behaviour & presents recommended offers for up-sell / cross-sell.

In addition to standard reports Microsoft Dynamics CRM offers full business intelligence and analytics capability using the report wizard embedded in CRM or with a combination of MS Excel, Performance Point or SQL Analysis Services.

Download our Dynamics CRM brochure & read more guides in our CRM resource centre

How Businesses Benefit from Microsoft CRM Customer Service:

For Business Owners & Managing Directors

Increased user productivity helps drive down servicing costs & enable everyone to work to better service standards.
Greater customer insight enables timely, compelling offers to be communicated that resonate with customers.
Windows workflows, multi-language & 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 & 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 & use time saving features including auto-complete options to resolve customer issues faster.
Eliminates frustration & enables customer facing staff to feel in greater control of support cases with access to full case history, call scripts & knowledge base.
Team & personal workflows reduce errors, increase data quality & reduce call closing time to resolve customer issues more effectively.


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	How does Microsoft Dynamics CRM compare with other applications? Read our comparison guide to see how Microsoft Dynamics CRM software measures up with ACT!, GoldMine & Sage CRM
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