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Customer Service

Transform your customer service into a strategic asset with Microsoft Dynamics CRM customer service solutions. With a 360-degree view of the customer, your agents can resolve issues quickly and reduce handling times with advanced customer service software. By automating processes, you can also reduce costs and help to ensure consistent customer service is delivered across all touchpoints.

Accounts

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.

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Analytics

Enhance customer service with insightful, actionable intelligence

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

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Cases

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.

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Contracts

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.

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Knowledge

Get the right information at the right time

  • Increase first contact resolution with the built-in knowledge repository.
  • Speed case handling by making it easy to find information with familiar tools.
  • Avoid duplicated efforts by using cross-channel knowledge and collaboration.
  • Use familiar and graphical tools to track and monitor the flow of knowledge.

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Mobility

Integrate Mobile Express for Microsoft Dynamics CRM

  • Deliver notifications and alerts through mobile devices.
  • Manage and update service schedules and appointments.
  • Access and send CRM customer service data via any web-enabled device.
  • Drag and drop configurationand forms design for mobile devices.

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Scheduling

Streamline scheduling with all resources required to perform a service

  • Schedule services and resources to serve customers effectively.
  • Save time with familiar and easy scheduling tools.
  • Stay connected across teams with a centralized view of service calendars and resources.
  • Use familiar tools to set up and manage reoccurring appointments in CRM.

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Workflows

Establish processes that facilitate a connected organization 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.
  • Personalize workflow with point-and-click tools; use conditional branching and nesting.

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