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Put powerful, customizable customer
service functionality tools to work for your company.
Microsoft Dynamics™ CRM has a suite of features that
help your team track requests, manage support issues
from contact through resolution, and improve customer
relationship management so that service becomes a
strategic asset to your business.
Investing in your customers doesn’t
take a big financial commitment. Microsoft Dynamics CRM
gives you an affordable, familiar way to boost customer
satisfaction and loyalty—and make every relationship
more profitable.
CRM INTEGRATION
Choice of user experience
Manage your service relationships in Microsoft Outlook
or in a completely customized user interface.
Automatically synchronize Outlook E-mail, Calendar,
Tasks, and Contacts with your Microsoft Dynamics CRM
customer database software.
CUSTOMER SERVICE MANAGEMENT
Case management
Create, assign, and manage customer service requests
from initial contact through resolution, as well as
manage communications and other activities.
Service requests
Automatically associate incoming support inquiries with
the appropriate case.
Queuing and routing
Dispatch cases to queues where they can be easily
accessed by individuals and teams. In Microsoft Dynamics
CRM, queues can be completely customized to match your
company’s service processes. In addition, cases can be
automatically routed to the appropriate individual,
supervisor, or expert to handle a particular service
issue.
Searchable knowledge base
Resolve common support issues quickly by using a
searchable knowledge base. Built-in review processes
help ensure that published information is complete,
correct, and properly tagged.
CUSTOMER SUPPORT MANAGEMENT
Contract management
Create and maintain service contracts within Microsoft
Dynamics CRM to manage Service Level Agreements (SLAs).
Use the information to tune your processes or bill
customers for support. Each time a support case is
resolved, the relevant contract information is updated
automatically.
E-mail management including auto-response e-mail
Maintain accurate account, contact, and service history
with automated tracking and response for customer e-mail
messages.
Product catalog
A full-featured product catalog includes support for
complex pricing levels, units of measure, discounts, and
pricing options.
Reports
Identify common support issues, track service processes,
and measure service performance. Build and use either
completely custom reports or utilize standard template
reports for service.
Service appointment activities
Schedule detailed service activity appointments for your
service professionals that automatically synchronize to
your Microsoft Outlook calendar.
Services, facilities, and equipment
Model your entire service delivery offerings and
resource groupings into Microsoft Dynamics CRM to
provide consistent service practices throughout your
organization.
Global service calendar and scheduling engine
Manage service appointments and resource allocation
across your service sites and locations with a single
calendar view of service professionals, tools,
resources, and facilities.
Workflow
Model and deploy robust business customer service
solutions using the new Windows Workflow Foundation.
Designed for use by everyone in the organization,
workflow can be created in Microsoft Visual Studio as
well as through workflow wizards and personalized
templates.
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