Microsoft Dynamics CRM

Ireland

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Customer Videos


Customer Service

Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. Users find familiar functionality and an interface that let them work in a personal, natural way. This intelligent solution informs customer service professionals with guidance that is insightful and actionable. The result is a connected, collaborative and integrated organisation.

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  • Manage accounts with insight and collaboration

    Manage accounts with insight and collaboration Click to Zoom Click to Zoom
    • Boost agent productivity with a familiar user interface that is natural and personal
    • Create business connections across CRM activities and entities
    • Create business connections across CRM activities and entities
    • Build teams with users from multiple business units to own records and assigned roles
    • Audit changes to business data with automatic notification
    • Enable role-based access and permissions to accounts and data
    Customer Service -> Accounts Manage accounts with insight and collaboration
    Manage accounts with insight and collaboration

  • Enhance customer service with insightful, actionable intelligence

    Enhance customer service with insightful, actionable intelligence Click to Zoom Click to Zoom
    • Track and measure performance for organisations, business units, teams and individuals
    • Use inline visualisations for ad-hoc drilldown into key performance indicators (KPI)
    • Stay current with dashboards of customisable real-time analytics
    • Import and export Microsoft Office Excel spreadsheets in real time
    • Use built-in reports or customise with Report Wizard
    Customer Service -> Analytics Enhance customer service with insightful, actionable intelligence
    Enhance customer service with insightful, actionable intelligence

  • Respond to cases quickly and precisely

    Respond to cases quickly and precisely Click to Zoom Click to Zoom
    • Respond to cases faster with access to complete case and customer data
    • Use guided business processes and scripted dialogues to deliver fast and precise service
    • Manage cases across individual and team queues that are user friendly and configurable
    • Personalise data views, dashboards and navigation; pin favourites to workstation.
    • Flexibly manage cases across channels for customer convenience
    Customer Service -> Cases Respond to cases quickly and precisely
    Respond to cases quickly and precisely

  • Simplify contract management

    Simplify contract management Click to Zoom Click to Zoom
    • Simplify contract management to develop and revise customised customer contracts
    • Use workflow to trigger activities to help agents consistently deliver the right level of service
    • Gain actionable insight to help agents sell more service and support contracts
    • Give agents real-time access to views of service eligibility for each customer
    Customer Service -> Contracts Simplify contract management
    Simplify contract management

  • Get the right information at the right time

    Get the right information at the right time Click to Zoom Click to Zoom
    • Increase first contact resolution with the built-in knowledge repository
    • Speed case handling by making it easy to find information with familiar tools
    • Avoid duplicated efforts by using cross-channel knowledge and
    • Use familiar and graphical tools to track and monitor the flow of knowledge
    Customer Service -> Knowledge Get the right information at the right time
    Get the right information at the right time

  • Integrate Mobile Express for Microsoft Dynamics CRM

    Integrate Mobile Express for Microsoft Dynamics CRM Click to Zoom Click to Zoom
    • Deliver notifications and alerts through mobile devices
    • Manage and update service schedules and appointments
    • Access and send CRM customer service data via any web-enabled device
    • Drag and drop configuration and forms design for mobile devices
    Customer Service -> Mobility Integrate Mobile Express for Microsoft Dynamics CRM
    Integrate Mobile Express for Microsoft Dynamics CRM

  • Streamline scheduling with all resources required to perform a service

    Streamline scheduling with all resources required to perform a service Click to Zoom Click to Zoom
    • Schedule services and resources to serve customers effectively
    • Save time with familiar and easy scheduling tools
    • Stay connected across teams with a centralised view of service calendars and resources
    • Use familiar tools to set up and manage reoccurring appointments in CRM
    Customer Service -> Scheduling Streamline scheduling with all resources required to perform a service
    Streamline scheduling with all resources required to perform a service

  • Establish processes that facilitate a connected organisation that is collaborative and integrated

    Establish processes that facilitate a connected organisation that is collaborative and integrated Click to Zoom Click to Zoom
    • Save time and money by allocating items to queues based on inquiry type or any custom entity
    • Automatically assign activities to specific agents or teams; define role-based and security-based views
    • Establish rules-based approvals and escalation to route cases to the right person
    • Personalise workflow with point-and-click tools; use conditional branching and nesting
    Customer Service -> Workflows Establish processes that facilitate a connected organisation that is collaborative and integrated
    Establish processes that facilitate a connected organisation that is collaborative and integrated

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