DELIGHT YOUR CUSTOMERS LIKE NEVER BEFORE

Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. Users find familiar functionality and an interface that let them work in a personal, natural way. This intelligent solution informs customer service professionals with guidance that is insightful and actionable. The result is a connected, collaborative, and integrated organization.

MANAGE ACCOUNTS WITH INSIGHT AND COLLABORATION

  • Boost agent productivity with a familiar user interface that is natural and personal.
  • Create business connections across CRM activities and entities.
  • Build teams with users from multiple business units to own records and assigned roles.
  • Audit changes to business data with automatic notification.
  • Enable role-based access and permissions to accounts and data.

ENHANCE CUSTOMER SERVICE WITH INSIGHTFUL, ACTIONABLE INTELLIGENCE

  • Track and measure performance for organizations, business units, teams, and individuals.
  • Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI).
  • Stay current with dashboards of customizable real-time analytics.
  • Import and export Microsoft Office Excel spreadsheets in real time.
  • Use built-in reports or customize with Report Wizard.

RESPOND TO CASES QUICKLY AND PRECISELY

  • Respond to cases faster with access to complete case and customer data.
  • Use guided business processes and scripted dialogues to deliver fast and precise service.
  • Manage cases across individual and team queues that are user friendly and configurable.
  • Personalize data views, dashboards and navigation; pin favorites to workstation.
  • Flexibly manage cases across channels for customer convenience.

SIMPLIFY CONTRACT MANAGEMENT

  • Simplify contract management to develop and revise customised customer contracts.
  • Use workflow to trigger activities to help agents consistently deliver the right level of service.
  • Gain actionable insight to help agents sell more service and support contracts.
  • Give agents real-time access to views of service eligibility for each customer.