Customer Service

Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. Users find familiar functionality and an interface that let them work in a personal, natural way. This intelligent solution informs customer service professionals with guidance that is insightful and actionable. The result is a connected, collaborative, and integrated organization.

View online demo’s on Flexible Goal Management to gain real-time insight and on Customer Service and Satisfaction goals.

Dynamics CRM - Flexible Goal Management Demo

Deliver value with integrated interaction and knowledge management with endless Customer Service benefits:

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.

Analytics - Enhance customer service with insightful, actionable intelligence.

  • Track and measure performance for organizations, business units, teams, and individuals.
  • Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI).
  • Stay current with dashboards of customizable real-time analytics.
  • Use built-in reports or customize with Report Wizard.

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.

Contracts - Simplify contract management

  • Simplify contract management to develop and revise customized 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.

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.

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 configuration and forms design for mobile devices.

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.

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.

Dynamics CRM Pricing.
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