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Microsoft Dynamics CRM Customer Service
Good customer service is what makes your customers come back to you again and again. A CRM system is a great tool when building a rapport with your client base because having a clear image of your customer helps you serve their needs more effectively.
Microsoft CRM provides a solid base for you 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 received. It delivers customer information, case management, service history and support knowledge directly to your representatives and supervisors giving them the tools to deliver consistent service and thus enhancing your customer relationships whilst promoting customer loyalty.
Comprehensive Solution
Microsoft Dynamics CRM provides a solution that is customisable to meet your business processes and is scalable to meet enterprise demands.
Knowledge Base
This serves as a central repository of documentation, articles and case resolution processes to aid your customer service representatives in answering customer queries.
Case management
Create, view and track actions and communications related to any individual case. When logging a case within Microsoft CRM a unique reference number will be generated, these cases can be appointed to the best member of staff to deal with and any cases that remain unresolved can be flagged up for the attention of supervisors through the use of escalation rules.
Tracking Structure
This feature streamlines the case resolution process resulting in improved customer relationships and better tracking of contacts.
Automate service processes
Microsoft CRM can help your business to manage customer incidents, service contacts and knowledge from a single location. 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.
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 your Microsoft CRM to allocate and manage service appointments and resources with the calendar view you can quickly identify availability of people, tools and facilities in one place.
Reporting
Using standard or customised reports Dynamics will help you identify common support issues, track service processes and measure performance; from average call length to first call resolution statistics. This information can be developed to produce product improvement initiatives, measurement processes and program optimisation.
Download Microsoft Dynamics CRM 4.0 Customer Service Brochure
Find out more by calling FREEPHONE 0800 652 2423 or make an enquiry at enquiries@dmcsoftware.co.uk