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Microsoft Dynamics CRM Customer Service Management - San Francisco, San Diego California
Customer Service Management
Deliver customer information, case management, service history, and support knowledge directly to the desktops of customer service representatives and supervisors, giving them the tools to deliver consistent, efficient service that enhances customer loyalty and profitability. Microsoft Dynamics CRM provides a comprehensive customer service solution that is familiar to users, completely customizable to your business process, and scalable to meet enterprise demands.
The Customer Service area is designed specifically to meet the needs of customer support and product support departments that handle telephone, e-mail, and Web-based service requests from customers.
Using the Customer Service area, you can:
- Track individual cases and manage services.
- Track and share common problems and solutions in a knowledge base.
- Manage customer contracts.
Deliver Superior Customer Service
Case Management
Create, assign, and easily manage cases for customer service requests.
Complete view of accounts
View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.
Automated routing, queuing, and escalation
Customizable workflow rules let you automatically route service requests and cases to the appropriate representatives or to queues for resolution, escalation and reassignment.
Searchable knowledgebase
Publish support articles and other relevant support information to a searchable knowledgebase.
Service contracts
Easily create and maintain service contracts with Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.
Auto-response e-mail
Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.
E-mail management
Maintain an accurate record of customer-related communications, with automated tracking of customer e-mails that associates those mails with appropriate customer records.
Reports
Comprehensive reporting tools let you identify common support issues, evaluate customer needs, track service processes, and measure service performance.
Integration with Microsoft Business Solutions
Microsoft CRM integrates easily with Microsoft Business Solutions ERP applications.
Appointment-based Service Scheduling Scenarios
Customer service representatives can manage service activities for your business.
Using Service Scheduling, you can:
- Scheduling Appointments: Scheduling appointments is a common scenario for many businesses. For example, a dental clinic might define a dental appointment that requires as resources the patient, dentist, hygienist, and cleaning chair for a duration of one hour. The clinic also allows the dentist resource to attend up to four concurrent dental appointments. If a patient requests the next available appointment with a specific hygienist, the scheduling engine ensures that the system displays only the relevant appointments (with the correct hygienist and all other necessary resources).
- Scheduling Conference Rooms
For many businesses, effectively scheduling conference rooms and equipment is an important part of keeping employees productive. The service definition simply states that meetings require all specified resources in the attendee list along with one of the conference rooms. As the engine searches for available conference rooms, it applies additional specified conditions on the conference rooms, such as having A/V equipment, and returns all that are available. - Scheduling Service Delivery
Several businesses schedule delivery of specific services to their customers. For example, an automotive repair shop might define in Microsoft CRM services such as brake jobs, front-end alignments, transmission overhauls, and other service offerings. The repair shop might define resources as individual mechanics, vehicle bays, tools, and parts. When a customer calls for a service appointment, any worker in the shop with access to a computer can schedule an appointment. Depending on the service needed and time slots that are open, Microsoft Dynamics CRM 4.0 displays the dates and times that are available.
Please Contact Us or call us at 888-774-4653 if you have any questions or concerns.
