Microsoft CRM for 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, the service desk 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 communication channels.

Account Management - Improve first-time close rates with access to customer histories.

• Automatically identify and delete duplicate records.
• Simplify adding, changing, and managing contact information.
• Model relationships to gain deeper understanding and deliver added service.

Case Management - Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.

• Use rules-based routing and escalation to speed first call resolution (FCR).
• Plan and complete case activities manually or automatically and record them for future reference.
• Deliver appropriate service fast with an at-a-glance view of each customer's history and service contracts.

Knowledge Base - Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge

• Base as a solutions repository.
• Share staff expertise and easily publish, store, and access the Knowledge Base information.
• Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Workflows

• Create personal, workgroup, departmental, or enterprise-wide workflows with a handy wizard that reduces the burden on the IT team.
• Automatically assign activities to specific team members and use rules-based escalation to redirect cases to the right agent.
• Provide consistent handling across geographic locations with support for multiple languages and currencies.
  

Analytics

• Identify trends and allocate resources with powerful predictive analytics.
• Use robust data cubes for trending analyses.
• Proactively create offers with 360-degree customer views.
• Closely monitor customer service and support processes with dashboards and scorecards.
• Identify and address issues and refine key performance indicators (KPIs).
• Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
• Use built-in reports or create custom reports with a Report Wizard.

To discuss your requirements further tel: 0845 6588 121 or e-mail: info@prior-analytics.com