Allow your Customer Service representatives to provide a consistent, effective experience across all contact touch points with a CRM solution that:

• Simplifies adding, editing or deleting accounts/contacts with an intuitive Outlook-like interface, as well as Auto Complete and Smart Search features
• Keeps a history of all actions and activities related to an individual
• Automatically cleans and purges duplicate records for data quality and consistency purposes
• Enables complex relationship modeling (in database) including Many to Many (N:N), One to Many (1:N); and Many to One (N:1) relationships

Microsoft Dynamics CRM’s complete interaction management capabilities includes out-of-the-box functionality for:

• Building and maintaining a Knowledge Base
• Case routing, escalation and automatic email response management

Increase first call resolution and decrease average handling time with Microsoft Dynamics CRM’s sophisticated set of customer service features including:

• Streamlined access to Service Level Agreements (SLAs)
• Multi-channel incident management (Web, email, in-person, telephone, and other channels)
• Communications & activities management to view complete activities associated with a case
• Routing & escalation with the creation of Queues and workflow rules
• Field Service scheduling with a centralized view of service workers’ calendars and tools to manage equipment, property and other key resources

Convert cross-sell and up-sell opportunities into revenue by delivering service analytics and business intelligence to the service agent desktops. Key capabilities include:

• Historical reporting
• Predictive analysis
• Online Analytical Processing (OLAP) and data mining
• Service and contact centre performance dashboards
• Custom service reporting

Build profiles of common support occurrences and use that information to proactively service customers by:

• Identifying common support occurrences
• Offering product recommendations
• Developing Service Campaigns
• Enabling “click to dial” functionality through integration to Microsoft Office Communications Server 2007