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CRM Customer Service
The customer service module enables your employees to track requests, manage support issues from contract through to resolution and deliver the consistent, efficient service that helps ensure customer satisfaction.
Issue Management
- deliver superior customer service: quickly log, analyse and resolve service issues with streamlined access to service contracts, frequently asked questions and historical customer information
- automate service processes: assign, manage and resolve support incidents with automated routing, queuing and escalation of service requests, along with case management, communications tracking and auto-response e-mail
- resolve issues quickly and effectively: improve your first-call resolution rates using a searchable, shared knowledge base of articles organised by product and service category
- find and schedule qualified service professionals: quickly search and dispatch skilled service professionals, tools and resources across service locations to deliver value-added services for your customers
- increase customer satisfaction: proactively measure customer satisfaction during each service interaction to help ensure long-term customer loyalty.
Support Tools
- case management: create, assign and manage customer service requests from initial contact through to resolution, as well as manage communications and other activities
- service requests: automatically associate incoming support inquiries with the appropriate case
- queuing: send cases to a waiting area – the queue – where they can be easily accessed by individuals and teams
- routing and workflow: route service requests automatically to the appropriate representative for resolution, escalation or reassignment
- searchable knowledge base: resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct and properly tagged
- contract management: create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically
- e-mail management (includes auto-response e-mail): maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages
- product catalogue: a full-featured product catalogue including support for complex pricing levels, units of measure, discounts and pricing options
- reports: identify common support issues, evaluate customer needs, track service processes and measure service performance
- service appointment activities: schedule detailed service activity appointments for your service professionals that automatically synchronise to your Microsoft Outlook calendar
- services, facilities and equipment: model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organisation
- service scheduling engine: find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers
- global service calendar: manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources and facilities
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