Dynamics CRM Service Management Chart

Service Management

Better Customer Service Drives Company Value

The Contact Center is the “hub” of customer activity in a corporation and is growing even more important in its role. Utilization of Microsoft Dynamics CRM will transform customer service into a strategic asset with an organization. Employees are empowered in their response to the customer by achieving a true 360-degree view that captures all interactions across multiple channels with historical insight to ensure a holistic customer view.

Microsoft Dynamics CRM showcases a breadth of capabilities to facilitate an outstanding customer experience:

  • Account and Contact Management empower CSR’s to effectively manage interactions with familiar Microsoft programs via the web or desktop
  • Interaction and Knowledge Management Components allow flexible interaction framework, customizable user experience, knowledge base including authoring and publishing capabilities, Service Level Agreement, SLA’s and support contracts
  • Case Management and Scheduling developed to create, manage and resolve cases via multiple channels including routing & escalation, services & resources management and global scheduling and optimization components.
  • Real-Time Insight, Reporting and Analytics including standard reports and full range business intelligence and analytics capabilities using Report Wizard and/or a combination of Excel 2007, PerformancePoint and SQL Analysis Services for robust OLAP, data mining and reporting.
  • Proactive Sales and Support delivering integrated, holistic service processes that drive positive behavior including easy-to-enable “presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.

This level of expertise and automation applied to customer service allows for a service request generated via phone, web, or other channel to be automatically routed to the best suited representative, a service case created based on the appropriate, pre-determined workflow and knowledgebase research completed with the suggested applicable solutions to ensure the best suited customer response is generated with each inquiry.

If one of the following common customer services pains plagues your organization learn more about Microsoft Dynamics CRM capabilities or contact Systematica Inc. for an analysis of Dynamics CRM benefits versus your specific requirements.

  1. Rapid on-board and training of new Customer Service Representatives, CSR’s
  2. Provide a consistent, effective experience across all contact touch points
  3. Convert cross-sell and up-sell opportunities into revenue
  4. Increase First Call Resolution and decrease Average Handle Time


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