Provide a Great Customer Experience with Microsoft Dynamics CRM

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CRM solutions are great for managing accounts, contacts, and marketing lists, but did you know that Microsoft Dynamics CRM can be used to empower your customer-facing departments with all the tools they need to provide great customer service?

Businesses either succeed or fail based on their ability to provide a great customer experience and Microsoft Dynamics CRM has a hearty service module to help businesses deliver products and optimum service to their customers.

You can use Microsoft Dynamics CRM to track cases, contracts, service agreements and schedule service calls. It also features a document library to help keep track of standardized policies and procedures. With a 360-degree view of your customer’s history and preferences, your agents can resolve issues quickly and reduce handling times.

Cases
Perhaps one of the easiest ways to make a customer angry is to delay their issue, or worse yet, forget the issue entirely. While a customer's request may be only one of fifteen tasks you have scheduled for the day, from your customer’s perspective it is the only thing that matters. Your responsiveness determines how the customer will perceive your entire company.

One of the most helpful tools Dynamics CRM has to offer is Case Management. Once a case is entered into the system, it can be tracked, and escalated in the event of a delay. Case Management partnered with a well-constructed workflow can be automatically escalated, reminder emails sent automatically after a specific time period, or even transferred to upper management, ensuring issues are being handled quickly and effectively and most importantly - not forgotten.

Articles
If forgetting about a customer request is the easiest way to make a customer angry, speaking to a customer service employee who doesn’t know what’s going on could easily be the second most rage-inducing event. At some point, we've all been on the phone with a customer service representative whom is clueless about how to resolve an issue.

While Cases in Dynamics CRM provide the ability to provide insight and documentation about specific customer issues, sometimes higher level information is needed. “What is your company’s return policy?”; “Is this covered under warranty?”; “I have a GX1000 and the power light is blinking orange and it’s making a sound, what does that mean?” All of these issues seem simple to an experienced representative, but a customer given an, “Ummm… I don’t know” response or the wrong information can cause some real damage to the customer service standards you are trying to uphold.

Articles in Microsoft Dynamics CRM feature four basic document types that can help a customer service representative resolve almost any issue. Procedures, Q and A’s, Solutions, and KB Articles are easily searchable to provide quick references for common issues. You can use Articles to document standard information, fixes, troubleshooting steps, and even company policies. Managing documents in Articles allows them to be approved, revised, and easily found at all times.

Service Calendar
Tracking dozens of engineers, technicians, or salespeople can feel a lot like herding cats. Add vacation requests, doctor’s appointments, and customers rescheduling appointments to the mix and it is easy for your day to spiral out of control. If you consider the consequences of a poorly managed schedule, your company could be losing out on important revenue due to under-utilized or overworked technicians as a result of general inefficiencies.

With the Service Calendar in Microsoft Dynamics CRM you can easily keep track of off-site appointments and technician schedules. Appointments can be transferred from one technician to another with minimal effort to help prioritize requests as they are received. Even if your company isn’t service based, the Service Calendar can be used to manage appointments from a central location to efficiently coordinate schedules company-wide.

Microsoft Dynamics CRM isn’t just limited to Sales and Marketing departments. It provides the tools to bring structure and organization to your customer service departments as well. To find out more about how Dynamics CRM 2011 can empower service and contact center teams to provide superior customer service, visit nexustek.com or review the Customer Experience datasheet for an overview of Microsoft Dynamics Customer Service Features.

by Nexus Tek, Colorado Microsoft Dynamics CRM Partner

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