When you start to plan your CRM implementation think in terms of roles and responsibilities.
Microsoft Dynamics™ CRM Online made easy Microsoft Dynamics™ CRM Online made easyPut powerful, customizable customer service functionality 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 relations 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.
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 database.
Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
Automatically associate incoming support inquiries with the appropriate case.
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.
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.
Maintain accurate account, contact, and service history with automated tracking and response for customer e-mail messages.
A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
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.
Model your entire service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organization.
Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.
Model and deploy robust business processes for customer service 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.
When you start to plan your CRM implementation think in terms of roles and responsibilities.