Improve the effectiveness of customer service with Microsoft Dynamics CRM 4.0 for Customer Service

Provide client information, case management, service history and support knowledge directly to the desktops of customer service representatives and supervisors, giving them the tools to conduct a coherent and effective service to improve profitability and customer loyalty . Microsoft Dynamics CRM provides a global customer service solution, user-friendly, fully customizable and scalable to meet to your business demands.

Solve problems quickly and accurately

Improve your first call resolutions percentages with shared article database knowledge, organized by product and service categories and also through “face to face” information and integrated instant messaging.

Get a view you can act from consequently

Measure customers’ satisfaction during all stages of the services’ life cycle, in real time or as part of a cycle of service reports.

Third party integration

Create and develop reliable first class contact Centers through the integration with infrastructure facilities critical contacts, including leader call centers, automated call distribution (ACD) and telephone and computer integration products (CTI) of Microsoft’s Certified and Gold Certified Partners.

Integration with Microsoft Customer Care Framework

A big amount of the information needed to answer customer questions is dispersed between applications such as ERP and billing systems. This information can be extracted through Microsoft Dynamics CRM using Microsoft Customer Care Framework to add information channels and systems to automate tasks and accelerate problem resolution.

Microsoft Dynamics CRM Customer Service

• Select your user experience: provide a unified customer service with Microsoft Office SharePoint Server, Microsoft Office Outlook or a user interface completely customized to your business needs, such as a desk agent center contacts. 
• Manage cases: Create, assign and manage customer service requests through various channels such as telephone, e-mail, web, face to face and emerging channels. Handle cases from the initial contact until its resolution, and automatically associate entry support consultations with its corresponding case.
  
• Assign and put the cases in order: put the cases where individuals and teams can access them easily and can automatically assign them to the person, supervisor or appropriate expert. Customize service queues to make them coincide with the customer service processes.
• Accelerate problem resolution: resolve quickly support incidents using a knowledge base where you can do searches. Make sure the information is complete, correct and is labeled adequately using the integrated review processes. Create and maintain a solution database that makes easy for users to find appropriate solutions quickly.
  
• Manage contracts: Create and maintain service contracts within Microsoft Dynamics CRM to manage service level agreements, refine business processes and bill customers properly. Update the relevant information automatically every time you solve client’s needs.
  
• Manage and automate e-mail responses: Record the correct services, contacts and accounts with their answers and automated monitoring of e-mails from customers.
  
• Keep a product catalogue: work with a full product catalogue that includes support for complex pricing levels, measure units, discounts and prices options.
  
• Schedule appointments and resources: manage service appointments and resource allocation in their locations of service with a single calendar view of service professionals, tools, resources and facilities. Find quickly qualified and preferred service professionals and schedule appointments to provide an added value service to customers.
  
• Manage services, facilities and equipment: create models of all your service offers and resource groups in Microsoft Dynamics CRM to provide consistent operation service methods across your organization.
  
• Communicate in real time: See the partners' availability and status with Microsoft Dynamics CRM and Microsoft Office Communications Server 2007. Optimize the service control and resource use with the effectiveness of instant communications.
  
• Automate service processes: create models and implement solid automation business for Microsoft Visual Studio ® customer service with a design environment based on attendees. Integrate workflows in your enterprise system based on Windows Workflow Foundation.
  
• Protect data quality: Clean and automatically delete duplicate records to ensure consistency and data integrity.
  
• Turn data into knowledge that you can base your strategy on: identify common support problems, perform tracking service processes and measure the service's performance. Use the many reports that are supplied as standard as part of Microsoft Dynamics CRM, or create custom reports easily with wizard-based tools that do not require IT technical resources.