CRM for Customer Service Professionals
Boost service effectiveness and customer satisfaction
with Microsoft Dynamics CRM 2011. Customer Service professionals have
familiar functionality and an interface that let's them work in a personal,
natural way. Customer information, case management, service history
and support knowledge are directly on the desktop.
Link to the Microsoft site for an
online demonstration of optimising the customer experience with CRM
Microsoft Dynamics CRM 2011 is an intelligent solution
that informs customer service professionals with guidance that is insightful
and actionable, resulting in a connected, collaborative and integrated
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
Build teams with users from multiple business units
to own records and assigned roles.
Audit changes to business data with automatic
Enable role-based access and permissions to accounts
Enhance Customer Service with Insightful, Actionable
Track and measure performance for organisations,
business units, teams and individuals.
Use inline visualisations for ad-hoc drilldown into
key performance indicators (KPI).
Stay current with dashboards of customisable
Import and export Microsoft Office Excel
spreadsheets in real time.
Use built-in reports or customise with Report
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.
Personalise data views, dashboards and navigation;
pin favourites to workstation.
Flexibly manage cases across channels for customer
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.
Get the Right Information at the Right Time
Increase first contact resolution with the built-in
Speed case handling by making it easy to find
information with familiar tools.
Avoid duplicated efforts by using cross-channel
Use familiar and graphical tools to track and
monitor the flow of knowledge.
Integrate Mobile Express for Microsoft Dynamics CRM
Deliver notifications and alerts through mobile
Manage and update service schedules and
Access and send CRM customer service data via any
Drag and drop configuration and forms design for
Streamline Scheduling with All Resources Required to
Perform a Service
Schedule services and resources to serve customers
Save time with familiar and easy scheduling tools.
Stay connected across teams with a centralised view
of service calendars and resources.
Use familiar tools to set up and manage reoccurring
appointments in CRM.
Establish Processes that Facilitate a Connected
Organisation that is Collaborative and Integrated
Save time and money by allocating items to queues
based on inquiry type or any custom entity.
Automatically assign activities to specific agents
or teams; define role-based and security-based views.
Establish rules-based approvals and escalation to
route cases to the right person.
Personalise workflow with point-and-click tools; use
conditional branching and nesting.
"Maximising Customer Retention: A Blueprint for Successful Call Centers"
- DMG Consulting
"CRM and Social Networking: Engaging the Social Customer" - Microsoft
For further information on CRM, to start a free 30-day
trial for CRM 2011
or contact Daniel Jones, CRM Online Consultant, on 01225 336096, email
More information about Microsoft Dynamics CRM 2011 can be found via F1's
CRM main page.