Home > ERP & CRM Solutions > Microsoft Dynamics CRM > CRM Customer Service

Microsoft Dynamics CRM enables you to offer superior customer service and increases your capacity to handle requests, without adding employees by helping your service representatives track customer requests, manage support issues from the point of initial contact to successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction.

• Case management: Create, assign, and manage customer service requests from point of initial contact 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 or teams for resolution, escalation, or reassignment.
• Searchable knowledge base: Allows customer to resolve common support issues quickly by using a searchable knowledge base that contains relevant articles. Built-in review processes help ensure that published information is complete, correct, and properly tagged for search.
• 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, relevant contract information is updated automatically.
• E-mail management (includes auto-response e-mail): Maintain accurate customer-related communications records with automated tracking of customer e-mail messages. Generate and send auto-response e-mail to customer requests.
• Product catalog: Work with a full-featured product catalogue that includes support for complex pricing levels, units of measure, discounts, and pricing options.
• Reports: Use comprehensive reporting tools to help identify common support issues, evaluate customer needs, track service processes, and measure service performance.
• Integration with Microsoft Business Solutions Financials: Microsoft CRM integrates easily with Microsoft Business Solutions Financial Management. Key data mapping includes accounts, contacts, product catalog, orders, and price lists.

Next Module in Microsoft Solutions >> Microsoft Dynamics CRM
Customer Sales >>