Customer Service

Provide more value to customers

Respond faster to customer service issues and empower your service organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability.

Deliver Superior Customer Service.

Utilize multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues.

Manage Work More Efficiently

Create a productive work environment for your customer service representatives by implementing CRM through Microsoft Office SharePoint® Server, within the context of a contact center agent desktop, or as a natural extension of Microsoft Outlook. Productively manage customer incidents, service contacts, and knowledge from a single, scalable business application.

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 Accurately

Improve your first-call resolution rates using a searchable, shared knowledge base of articles organized by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the CRM user experience.

Gain Actionable Insight

Measure customer satisfaction during all stages of the service lifecycle either in real-time or as part of a service reporting cycle. Use historical and predictive analytics to raise customer satisfaction, reduce case handling times, improve first-call resolution, or drive targeted cross-sell/up-sell offers to customers.

Third Party Integration

Confidently build and deploy world-class Contact Centers through integration with critical contact center infrastructure products, including leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products from Microsoft partners, as well as agent scripting, offer management and workforce management, and call quality solutions.

Integration with the Microsoft Customer Care Framework

Much of the information needed to answer customer questions is scattered across applications such as ERP, billing, and invoicing systems. This information can be surfaced through Microsoft Dynamics CRM using the Microsoft Customer Care Framework to give customer ser­vice representatives the ability to see all customer interaction information across multiple systems in one place.