10 Ways Microsoft Dynamics CRM Helps You Enhance Customer Experiences

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In the recent article, “Improving Customer Experiences - Is It Still Important or is Price the Only Thing That Matters?”  author, Scott Glatstein utilizes results of a Harris Interactive Customer Experience Impact survey to counter the popular beliefs that in a recession price is the only motivating factor and that customers will accept a bad experience to get a good deal.  The survey revealed that:

  • 87% of respondents stopped doing business with an organization or company because of a negative customer experience.  That’s up from 68% reported just two years ago.
  • 58% of consumers polled said they will pay more for a better customer experience during a down economy.
  • Consumers stated that the most important step companies could take to encourage higher spending is to improve the overall customer experience.

Since it costs five times as much to attract a new customer as it does to keep an existing customer, it is in every organization’s best interest to ensure that the experiences they are delivering to their customers are the highest quality they can be.  One way to do that is to leverage the customer service tools within Microsoft Dynamics CRM. 

Microsoft Dynamics CRM enables you to:

  1. Manage cases:  Create, assign and manage customer service requests across multiple channels including phone, e-mail, Web, in-person and emerging.  Manage cases from initial contact through resolution and automatically associate incoming support inquiries with the appropriate case.
  2. Route and queue cases:  Dispatch cases to queues where individuals and teams can access them easily and automatically route them to the appropriate individual, supervisor or expert.
  3. Speed problem resolution:  Resolve common support issues quickly using a searchable knowledge base and build and maintain a solution database that makes it easy to find appropriate solutions quickly.
  4. Manage contracts:  Create and maintain service contracts within Microsoft Dynamics CRM to manage service level agreements (SLAs), refine business processes and bill customers accurately.  It also updates the relevant contract information automatically each time a support case is resolved.
  5. Manage and automate e-mail response:  Maintain accurate account, contact and service history with automated tracking and response for customer e-mail messages.
  6. Maintain a product catalog:  Work with a full-featured product catalog including support for complex pricing levels, units of measure, discounts and pricing options.
  7. Schedule appointments and resources:  Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources and facilities.  In addition it quickly locates qualified and customer-preferred service professionals and schedules service appointments to deliver value-added services for customers.
  8. Manage services, facilities and equipment:  Model your complete service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organization.
  9. Communicate in real time:  See the availability and status of co-workers to optimize service handling and resource utilization with the power of instant communications.
  10. Turn data into actionable knowledge:  Identify, track service processes and measure service performance.  CRM provides rich standard reports or easily built customized reports with wizard-based tools that do not require technical resources from IT.

For more details on these and other Customer Service features within the Microsoft Dynamics CRM software, download this Fact Sheet.

Because the customer experience isn’t always about a service request, you can use Microsoft Dynamics CRM to improve every interaction you have with your customers. This spans from automating marketing processes to equipping your sales professionals with purchase histories and other information so that they can help the customer make informed and value-added purchases. 

One company that truly harnessed Microsoft Dynamics CRM to improve their client’s experience was Sales Diesel*.   As a professional services organization, their business relied upon renewed service contracts with business clients.  Prior to implementing Microsoft Dynamics CRM, they struggled with visibility of client information across their organization. 

“Now when we call a client about a renewal, we have the details of the work we’ve done for them throughout the year.  By approaching these renewal calls from an informed stance, we’ve improved our renewal rates by 20 percent.” – Brad Seaman, vice president of operations for Sales Diesel

Read their full comments in this Microsoft Dynamics CRM Success Story

*Sales Diesel is now operating under a new name and ownership.

By Socius, an Ohio Microsoft Dynamics CRM and Microsoft Dynamics CRM Online Partner

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