Microsoft Dynamics CRM Customer Service

Microsoft CRM provides the tools to provide good customer service, it has an extensive set of features to increase the efficiency of the department and improve the level of service offered. The Microsoft CRM customer service module delivers customer information, case management, service history and support knowledge directly to the representatives and supervisors, providing them with the tools to deliver consistent service, thus enhancing customer relationships and promoting customer loyalty.

• Increase productivity and drive down service costs
• Reduce errors and call close time with automated workflows
• Real time tracking of key performance indicators provide intuitive insights
• Real time data allows operatives to handle enquiries more efficiently

Microsoft Dynamics CRM Customer Service Features and Benefits

Comprehensive Solution- Microsoft Dynamics CRM provides a solution that is customisable to meet individual business processes whilst offering scalability to meet enterprise demands.

Knowledge Base- The knowledge base feature within Microsoft CRM customer service serves as a central repository for documentation, articles and case resolution processes to aid customer service representatives in answering customer queries.

Case management- Microsoft CRM allows users to create, view and, track actions and communications related to any individual case. With Microsoft CRM when a case is logged a unique reference number will be generated, and cases can be appointed to the best suited member of staff to deal, unresolved cases can be flagged up for the attention of supervisors through the use of Microsoft CRM escalation rules.

Tracking Structure- The tracking structure feature within Microsoft Dynamics CRM streamlines the case resolution process resulting in improved customer relationships and better tracking of contacts.

Automate service processes- Microsoft CRM can help manage customer incidents, service contacts and knowledge from a single location. Assign, manage and resolve support incidents within Microsoft CRM using automated routing, queuing and escalation of service requests along with case management, communications tracking and auto response e-mail.

Contract management- Create and maintain service contracts using Microsoft Dynamics CRM and as changes are made to cases you can automatically update relevant contract information.

Scheduling- Use Microsoft CRM to allocate and manage service appointments and resources. With the Microsoft CRM calendar view you can quickly identify availability of people, tools and facilities in one place.

Reporting- Microsoft CRM offers standard or customised reports to help identify common support issues, track service processes and measure performance; from average call length to first call resolution statistics. This information held with Microsoft CRM can be used to fuel future development, such as produce product improvement initiatives and program optimisation.

For more information about Microsoft Dynamics CRM call us now on 0800 652 2423 or email enquiries@dmcsoftware.co.uk.