Microsoft Dynamics CRM Service

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Nov 6, 2013 (4 years and 1 day ago)

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Microsoft Dynamics CRM Service
Overview

August 2011

Now You Can Get CRM That…

2

Fits Your
People

The
right user experience
for every user role

Fits Your
Business

Configures quickly to meet
your specific
needs

Fits Your
Environment

Deploys
quickly

and integrates existing assets

Microsoft Dynamics CRM at a Glance


Over
11,000 customers
from small
to enterprise


Over
500,000 users
in more than 80
countries


Global network
of software and
services partners


Fast, flexible, and affordable


3


Full CRM suite
of marketing, sales,
and service


Native Office
experience for rapid
adoption


Multi
-
language

with more than 25
languages


Advanced
SOA / Web services
architecture


We don’t need CRM because…

4

“Our sales people do
not follow our
defined sales
processes”

“Our sales team is too
stuck in its old ways
to realize the
potential of new
technology”

“Our sales
applications are just
too cumbersome to
use”

“Our sales people do

not have access to
the information they
need

to succeed”

“It’s hard to tap into
office systems when
sales reps are on the
road”

Troy G. Miller, Eric P. Gist,

Selling in Turbulent
Times”
Accenture
Study

Better Customer Service Drives Company
Value

5

“…
companies with high
customer satisfaction scores
have blown the S&P 500 out
of the water, especially over
the last few years. Not only
have they produced
higher
stock returns,
but their stock
values and cash flows have
been less volatile.”

Harvard Business Review

March 2007

Typical challenges in Customer Service


On
-
board and train new Customer Service Representatives (CSRs) quickly


Increase CSR utilization and retain quality CSRs


Provide a consistent, effective experience across all contact
touchpoints


Convert cross
-
sell and up
-
sell opportunities into revenue


Increase First Call Resolution and decrease Average Handle Time


6

Industry views

7

“The role of the contact center in
the organization is shifting and
growing.
Contact centers are
increasingly strategic business

units,

and not just cost center
departments.”

Michael
Maoz
, Vice President and
Distinguished Analyst, Gartner Inc.

“CEOs cited
New Technology
(63%)
and

Customer Loyalty
(54%) as

two of the

top revenue drivers

for their business.”

New York Stock Exchange (NYSE)

2007 CEO Report


If you’re looking to boost customer satisfaction, one of the most promising
places to start is customer service. …
increased satisfaction has a positive
impact on consumer spending, cash flow, and business performance.


Harvard Business Review, 2007

Change the game in Customer Service

8


Transform Customer
Service into a

Strategic Asset

Empower all
employees to be part
of Customer Service

Achieve a true 360
°

View of the customer

Microsoft Dynamics CRM Solution

9

Service Capabilities


Full feature set


Service Workflow


Designed for


Users


Managers


Executives

Account and Contact Management

Microsoft

Advantage


Familiar user experience via
Microsoft Outlook, agent
desktop or web client


Powerful productivity
features like Auto Complete
and Smart Search


Import and de
-
duplication of
records is seamless and easy
to
perform



Fundamental technical agility
to support core service
interactions



10

Complete set of features that empower
customer service representatives to better
manage interactions.


Account and Contact Management Components



Acct, Contact


& Case History



Contact Management



Discovery & Search



Data Import & Quality



Complex Relationships

Interaction and Knowledge Management

Microsoft

Advantage


Customizable agent desktop
surfacing Microsoft
Dynamics CRM through
browser, Microsoft Office
Outlook,
Sharepoint

or
custom UI



Fully integrated Knowledge
Base including authoring and
publishing capabilities.



Robust email support
including auto
-
response and
auto promotion of emails to
cases.

11

Complete interaction management
capabilities including Knowledge
Management and Service Level Agreements.



KB Article Authoring,
Review and Publishing



SLA and Support
Contracts

Interaction and Knowledge Management
Components




Flexible Interaction Framework



Contextual User Experience



Knowledge Base

Case Management and Scheduling

Microsoft

Advantage


Easy
-
to
-
use case
management
functionality including
creation, editing,
dispatch, tracking and
resolution.


Optimize usage of field
personnel, fleet, tools,
parts and
resources

12

Sophisticated set of features to create,
manage and resolve cases via multiple
channels as well as schedule field service.

Case Management and Scheduling Components




Multi
-
channel

Incident Mngmt.



Communications &
Activities


Management



Routing

&
Escalation



Services & Resources


Management



Global Scheduling &


Optimization

Real
-
Time Insight, Reporting and Analytics

Microsoft

Advantage


Predictive behavior analytics,
like cross
-
sell/upsell, and
historical analytics


Critical service reports are
provided standard with fully
customized reports available
easily to any user



Seamlessly integrated to SQL
Server Analytic Services & SQL
Server Reporting Service for
robust OLAP, data mining and
reporting.

13

Full spectrum of business intelligence
capabilities ranging from historical
reporting predictive behavior insight to
basic reporting to OLAP and performance
dashboards.

Real
-
Time Insight, Reporting and Analytics Components



Customer Analytics



Standard Service


Reports



Custom Reports



OLAP & Data Mining



Dashboards & Scorecards

Proactive Sales and Support

Microsoft

Advantage


Seamlessly integrated,
holistic service
processes that drive
positive behavior


Easy
-
to
-
Enable
“Presence” and click
-
to
-
dial functionality
through integration to
Microsoft Office
Communications Server
2007.

14

Transform the contact center from purely
reactionary service into a proactive,
strategic arm of the business.

Proactive Sales and Support Components




Account & Contact Analysis



Upsell

& Cross
-
sell Evaluation



Product Recommendation


Proactive
Communications



Service Campaigns

Customer Service Scenarios

15


Follow
-

the
-
Sun

Global
Support

World
-
Class
Contact
Center

Closed
-
Loop

Service
Processes

Quick Service
Campaigns

Total Quality
Management

Enable
management
of cases to be
handed off

across teams
in
multiple
time zones

Deploy world
-
class contact
centers that
support
multiple
shifts and
remote
agents

Use workflow
to drive
consistency
and
real
-
time

visibility
into
every stage of
service
processes

Manage
product
support issues
simply and
easily

from contact to
resolution

Allow all
service
metrics to

be easily

tracked and

analyzed to
drive
process
improvement











Powered by
Microsof

16

Core Enabling Capabilities



Business Agility


Robust Workflow


Reporting & Analytics



Multi
-
Tenancy


Multi
-
Language User Interface


Multi
-
Currency


Comprehensive customization capabilities


Composite applications


Inherent flexibility to map to business processes


Geared for design by anyone in the organization


Generate all levels of reports from standard, “canned” reports to
sophisticated, custom reports


Spot trends or predict behavior with OLAP and data mining

Microsoft Dynamics CRM in the Contact
Center

17

Phone

Wireless

Web Self
-
Service

Email

Chat

Branches

Retail Stores & Dealers

Government Offices

Interaction Channels

PBX/ACD

IVR

PSTN

VPN

and

Internet

CTI

Legacy Apps

ERP

LOB Apps

Agents

Supervisors

Managers

Executives

Reporting
&
Analytics

CC Apps

360
°

View

Composite UI

Key Benefits of Microsoft Dynamics CRM

18

Achieve 360
°

visibility across
the entire
organization
into
service history,
current cases,
contracts and
much more

Organizational
Customer Service

Drive
collaboration and
improve agent
productivity,
lower training
costs and reduce
churn.

Higher

Productivity

Improved Up
-
sell
and Cross
-
sell

Optimize
upsell

and cross
-
sell
campaigns to drive
better revenue and
higher uptake
rates.

Greater Service
Efficiency

Improve first
-
call
resolution
and
handling times to
yield higher
customer
satisfaction and
loyalty.









Key benefits for Business

19

Reach
customer
satisfaction goals

Drive
new
revenue opportunities

Reliably
manage
service costs

Achieve
KPIs for service

Increase agent
retention

Reduce agent
training

costs and on
-
boarding time

Improve personal
productivity

Eliminate frustration
in assisting customers

Reduce errors
and call closing time

VP of

Customer
Service

Contact

Center

Manager

Agent and
Supervisors

Key benefits for IT

20

Achieve
rapid time to value

Realize
low total cost of ownership

(TCO)

Leverage
consistent

IT architecture &
standards

Adapt to meet business
user requirements

Easily integrate
existing applications and data

Design for
extensibility

Design and track
key KPIs

Design and run
cross
-
team workflow

Manage
work loads
for representatives

Chief

Information
Officer

IT Project

Team

Business

Analyst

World
-
Class Contact Center Platform


Customer need
:
Transform
your contact center from a traditional cost
center into a strategic
asset


Improve the multi
-
channel customer experience


Drive customer retention and loyalty


5% increase in customer retention = 25
-
100% to the bottom line


Key Capabilities
in Microsoft Dynamics CRM


Multi
-
tenant architecture with advanced data privacy


Full multi
-
language and multi
-
currency support


Network optimization for WANs and remote agents


High performance & scalability from server clustering


Improved email handling in Exchange and with
POP3/SMTP

21

Quick Sales & Service Campaigns


Customer need
:
Deliver an outbound contact capability to drive
proactive service outreach


Quickly drive communications for time sensitive issues


Avoid routine calls by rapid notification of product or service issues


Launch outbound surveys to collect key market information.


Key Capabilities
in Microsoft Dynamics CRM


Automated Quick Campaign module


Bulk close of campaign activities to clear many tasks at once


Auto
-
send of campaign emails


Intelligent data migration for campaign targeting

22

Drive Agent Productivity Improvement


Customer need
:
Deploy familiar and flexible technology to get more for
your customer service personnel


Reduce agent click counts and input errors


Manage more customers and deliver better service


with same or less headcount


Key Capabilities
in Microsoft Dynamics CRM


Smart Navigation
navigation

streamlines the agent user interface


Auto
-
resolution of cases


Individual and group workflow to improve productivity


Real
-
time duplication detection and conflict resolution

23

Real
-
Time “Expert” and “Managers” on Call


Customer need
:
Increase first
-
call resolution (FCR) rates by reaching the
right expertise in real
-
time


Poor first call resolution rates typically add 30% in additional costs

to contact center budgets


Use presence integration and workflow to connect

expert resources to issues in real
-
time


Key Capabilities
in Microsoft Dynamics CRM


Presence integration via Office Communications Server 2007


Intra
-
team and cross
-
team workflow via Windows Workflow

24

Improved Email Channel Management


Customer need
:
Effectively use the email channel
to reduce
service costs
while maintaining satisfaction


Deflect
incident handling from telephone to email or web


Deliver consistent and differentiated service via web or email


Email channel is 44% cheaper than live agent conversations


Key Capabilities
in Microsoft Dynamics CRM


Easily promote emails into cases


Advanced email routing architecture


Intra
-
team and cross
-
team workflow for emails


Email sending, routing, and management enhancements

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