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Customer Service

Knowledge | Cases | Contracts | Scheduling

Get a CRM marketing solution that is flexible, easy to use and engineered to fit your business. Transform every touch point into a marketing opportunity and harness the undiscovered potential within your customer base. With familiar and intelligent marketing capabilities in Microsoft Dynamics CRM, you can market more effectively, improve productivity and gain actionable insight into your marketing efforts.

Knowledge - Get the right information at the right time

  • Help 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 collaboration.
  • Use familiar and graphical tools to track and monitor the flow of knowledge.

Cases - Respond to cases quickly and precisely

  • Respond to cases fast 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 favorites to workstation. 
  • Flexibly manage cases across channels for customer convenience. 

Contracts - Simplify contract management

  • Help 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.

Scheduling - Streamline resource scheduling 

  • 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. 

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