Customers lose patience quickly when their support issue has to move through multiple departments for resolution. A single source of customer support solves the frustration.
The challenge
A telephone and broadband service provider was using multiple systems to manage support calls. If Tier 1 support couldn’t fix the problem, a paper work order was issued to Tier 2. If Tier 2 couldn’t resolve the issue, a new work order was created which the field service technician would pick up the next morning. The process was slow, work orders were often lost and customers were not happy.
The solution
Using Microsoft Dynamics CRM Online, the broadband company now offers one-call tiered support for customers. Tier 1 level support is handled through Microsoft Dynamics CRM dialog functions, allowing service reps to ask guided questions that fix the most common problems. Issues that require higher levels of support are quickly routed to Tier 2 support. If needed, the Tier 2 service reps route case information to field technicians through tablets and smartphones. Those engineers, already in the field, resolve the case and move on to the next job.
How customers are amazed
Customers are rebuilding their confidence in their regional telephone and broadband company now that service calls are dealt with promptly...with just one call.
Download the full eBook www.crmsoftwareblog.com/amazing to find out 16 more amazing customer experiences businesses are delivering today with Microsoft Dynamics CRM Online.
by CRM Software Blog Editors, Find a Microsoft Dynamics CRM Partner by Industry/Location
