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.