The Flow of Case Management in Microsoft Dynamics CRM

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As 2011 comes to a close and the New Year begins, many businesses think about their success or lack thereof and sharpen their focus to set goals for the coming year. Success for any business is usually defined by the success of their product or service in the marketplace and the relationships the business is able to form and develop with their customers.

Good customer service is an integral part of any business and is the cornerstone of keeping your customers happy and most importantly, retaining them. Improving customer service should not be that difficult given well designed internal processes and the right Customer Relationship Management (CRM). It is vital that you provide excellent customer service to ensure customers and referral sources for life. This is a critical element in the evolution given it is 6 to 7 times more costly to acquire a new customer than retain an existing one.

The description below explains the life cycle of a case within Microsoft Dynamics CRM, from the initiating activity to the case resolution.

  • When a customer initiates contact with your organization, it is saved as a communication activity, such as an e-mail message, phone call, or letter. These activities are either created automatically, such as an incoming e-mail message, or manually, such as a letter received.
  • The activity is then sent to a queue to wait for someone to take ownership of the activity.  Alternatively, workflows could be developed to automatically acknowledge the customer communication and route the service
    request to the appropriate individual or department in your organization.
  • The new owner converts the activity to a case and starts working to resolve the customer's issue. The customer
    service representative (CSR) can link the case to an existing account or contract and view historical information about the account or contact. If there is a contract, the case can be linked to a specific contract line that allows the allotment to be added to the billable total time. As the CSR researches the issue, the CSR can link to a relevant Knowledgebase article and forward to the customer as appropriate.
  • Further contact with the customer and activities performed to close the case are also saved.
  • When the case is resolved, it is removed from the queue automaticallly. The closed acivities, including the case resolution, can be viewed in the history of the account or contact. Customer Care dashboards and reports can give management insight into this important department of the company.

If your organization is located in the Arizona or New Mexico area, contact Sherwood Systems for assistance in determining if a technology solution can help your organization better serve your business needs. (877) 943-9696

By Sherwood Systems – Arizona MicrosoftDynamics CRM Partner

1 thought on “The Flow of Case Management in Microsoft Dynamics CRM”

  1. When customizing a help desk application using using Microsoft Dynamic CRM, what are the various features to be consider?

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