A Real Life Example of Using Dialogs in Microsoft Dynamics CRM 2011 To Provide Superior Customer Service

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Microsoft Dynamics CRM 2011 offers significant new and enhanced features that can increase effectiveness and productivity in your organization.  In this article, I will highlight Dialogs, one of the many enhancements delivered with the new version.  To read more about the new functionality in Dynamics CRM 2011, click here.

Dialogs enable you to set up interactive guided processes that can work together with your Microsoft Dynamics CRM data.  Think of step-by-step “wizards” that walk users through a process.  These dialogs are configured with pages to prompt the user to ask specific questions and fill out a corresponding form.  They can conditionally branch according to the answers selected from the configured options.  Dialogs can remember answers and other input for further automation, such as conditionally creating a new record or case in CRM when the dialog is complete.

Think of ways dialogs could expedite phone calls in a call center or customer service setting. Rather than tying up resources of your highly skilled or technical staff, dialogs could be used to guide less-experienced employees through the same trouble shooting or information gathering process with minimal effort and training.

NexusTek recently completed a proof-of-concept project for medical monitoring in which dialogs are a key element.  Our client’s patients use an in-home health monitoring device to perform diabetic self-testing. The home test results are automatically uploaded to Microsoft Dynamics CRM.  Once results are received, a workflow automatically examines each result and compares it to a range defined for each patient in Microsoft Dynamics CRM.  If the results are outside of the patient’s defined range, the workflow automatically creates an activity to follow-up by assigning a task to the appropriate queue.  A nurse assigned to the queue follows up by calling the patient and walking through the appropriate Dynamics CRM dialog with them.  The dialog then automatically completes the follow-up activity record based on information obtained, and conditionally emails that information to the assigned physician if required.  Patient results and follow up activities are recorded and graphed on the patient’s record in Microsoft Dynamics CRM for viewing by the physician and other care givers. Utilizing dialogs in this manner makes communications with patients more efficient and productive.

Adopting the use dialogs in your daily operations can help you address your customers with more personalized messages or service which is a major differentiator and a competitive advantage. If your organization could benefit from the power of Microsoft Dynamics CRM for interactive process dialogs or to address any other business objectives you might have, please contact NexusTekColorado Microsoft Dynamics CRM Partner at 303.773.6464.

by NexuxTek, Colorado Microsoft Dynamics CRM Partner

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