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Microsoft Dynamics CRM 4.0 includes a built-in Service
Scheduling and dispatch system that provides a
centralized, consolidated view of your professional
service workers' calendars and schedules. Your service
dispatcher and service delivery staff can use the
Service Scheduling functionality to easily search for
available time slots, specialized talents, and capital
resources (such as trucks) and to promptly schedule
service appointments for customers. Microsoft CRM 4.0
helps you reduce resource inefficiencies and deliver
prompt, accurate service to customers, strengthening
customer satisfaction.
Scheduling appointments right
the first time
For many businesses, a high priority of customer service
is effectively scheduling service appointments. Doctor
and dentist offices, tax services, electricians, and
many other businesses need an automated, efficient way
to track resource availability and plan for staffing
needs. Businesses such as these need to understand what
resources are required for each service and when those
resources are available. And, of course, your customers
want service that is on time and on target. A service
appointment gone wrong can damage your standing with
customers.
Automated Service Scheduling
works the way you work
Microsoft CRM 4.0 includes an appointment-based service
scheduling capability that enables you to define your
services, resources, work schedules, and service
locations. A sophisticated scheduling engine manages
appointment booking and service availability according
to your business rules. You can adjust it to optimize
scheduling and reduce resource usage and costs.
Point-and-click reports help service managers identify
trends and adjust services and resources to meet demand.
And because service scheduling is an integral part of
Microsoft CRM 4.0, your staff can easily reference
customer histories, demographics, and preferences in
scheduling services. This functionality enables you to
deliver more personalized, customized service as well as
feed customer service histories back into your marketing
and sales processes.
For
example, an automotive repair shop might define services
in Microsoft CRM as brake jobs, front-end alignments,
transmission overhauls, and other service offerings. The
repair shop might define resources as individual
mechanics, vehicle bays, tools, and parts. When a
customer calls for a service appointment, any worker in
the shop with access to a computer can schedule an
appointment. Depending on the service needed and time
slots that are open, Microsoft CRM 4.0 displays the
dates and times that are available. The Suggestion Pane
even lists resources and services that the customer has
used before. With the customer on the phone, the worker
can schedule an appointment in a click. Then the
appointment (scheduled and finished) becomes a permanent
part of that customer's Microsoft CRM record.
Business benefits of Service Scheduling in Microsoft CRM
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Automate service scheduling and centralize dispatching of
resources and services
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Enhance productivity, optimize resource usage, and lower
operational costs
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Improve customer satisfaction with timely delivery of
accurate services
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Meet response time commitments and avoid penalties
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Keep customers informed by setting initial expectations and
keeping them apprised of scheduling updates if
circumstances change
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Adjust resource assignments in real time to meet high
priority requests
With
Service Scheduling in Microsoft CRM, you can centralize
and automate scheduling, simplifying the work involved
in booking appointments and improving service delivery
to customers. One more way Microsoft CRM helps you get
closer to customers and work more efficiently.
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