Customer Service

Customer Service

Manage accounts with insight and collaboration

Boost agent productivity with a familiar user interface that is natural and personal. 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.

Enhance customer service with insightful, actionable intelligence

Track and measure performance for organizations, business units, teams, and individuals. Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI). Stay current with dashboards of customizable real-time analytics. Import and export Microsoft Office Excel spreadsheets in real time. Use built-in reports or customize with Report Wizard.

Respond to cases quickly and precisely

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. Personalize data views, dashboards and navigation; pin favorites to workstation. Flexibly manage cases across channels for customer convenience.

Simplify contract management

Simplify contract management to develop and revise customized 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.

Get the right information at the right time

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.

Integrate Mobile Express for Microsoft Dynamics CRM

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.

Streamline scheduling with all resources required to perform a service

Schedule services and resources to serve customers effectively. Save time with familiar and easy scheduling tools. Stay connected across teams with a centralized view of service calendars and resources. Use familiar tools to set up and manage reoccurring appointments in CRM.

Establish processes that facilitate a connected organization that is collaborative and integrated

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. Personalize workflow with point-and-click tools; use conditional branching and nesting.