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Your customer service team are one of the most important parts of your
business that your customers are in contact with. By implementing
Customer Management as a core part of your Microsoft CRM application rather
than as a stand alone application you can improve the flow of information in
your organisation and provide your service representatives with easy to use
tools to help organise their daily workload. Improve Case Management
By tracking customer requests using Microsoft CRM
cases (tickets) you can
keep your service activities well organised, as with all Microsoft CRM forms
the fields on these screens can be tailored to reflect your business needs.
With clear ownership and organisation in queues, cases don't get lost and can
be tracked through every stage of there progress.
Built-in reports for
example make identifying neglected cases an easy task for your service
management team. Manage Service Levels & Contracts
Straight out of the box Microsoft CRM understands that you offer
differing service levels and that these are specified by the contracts you
have in place with your clients. This built in structure ensures that
you can keep track of your activities and ensure that you are paid correctly
for the service your team delivers. Microsoft CRM can manage many
different forms of service level agreements (Incident, Time etc). Serve
customers faster and more effectively
By providing your Customer Service team with the facilities of Microsoft
CRM to organise their case work load and quickly access relevant information
your team will be able to service your clients requests more efficiently.
The built in Knowledgebase
provides an invaluable resource where your organisation can build up its its
own library of draft and approved
Articles detailing
previous solutions to common issues and enquiries. When solving cases
for your clients this resource can be
searched and the best
solution quickly forwarded to your client. Simplify Processes using
Workflow
By utilising the built in workflow capabilities of Microsoft CRM your
business workflow can be automated saving time and reducing the occasions
when processes are not followed. This functionality can for example
implement auto-escalation of neglected cases helping you ensure service
contract commitments are met. See Also... c360 Customer Portal
Enable your customers to serve themselves
Fact-Sheets and Rolling Demos |
