Service

Microsoft Dynamics CRM Service Features

World-class customer experiences start with your people. Microsoft Dynamics CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of use. Users can take advantage of a wealth of features like case management, workflows, dashboards, and knowledge management right within the Microsoft Outlook client so they can work in a way that is natural and personal to deliver consistent, fast, and efficient service.

Using Microsoft Dynamics CRM to Optimize the Customer Experience

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Streamline and Enhance Your Customer Service Processes

CRM Customer Retention Strategies

• Take advantage of intuitive case management capabilities to streamline case creation, tracking, resolution, and escalation.
• Spend less time looking for information and more time serving customers with personal views, most recently used lists, and record pinning.
• Track the details of every interaction, including offers, orders, contracts, and cases, so you can provide the right service at the right time.
• Enable faster, more effective responses with built-in mail-merge, email templates, and one-click conversion of email messages to cases.
• Manage field service appointments, facilities, and resources with the powerful unified service scheduling feature.
• Track product purchasing history, contracts, and key renewal dates so agents can take proactive action and offer relevant services or products.
• Deepen insight with out-of-the box or configurable dashboards, drill-down analysis, and inline data visualization capabilities.
• Build queues against any entity, user, or team and streamline work state management for improved efficiency.
• Streamline case resolution and escalations with guided dialogs, automated processes, and conditional formatting rules.
• Instantly track service goals, such as first call resolution, average call time, and more with comprehensive goal management capabilities.
• Up-level your customer service skills by creating, retrieving, and sharing knowledge through a shared knowledge repository.
• Facilitate internal collaboration and coordinated problem resolution with team management capabilities and real-time communication tools.
• Empower customers to find answers, create their own cases, and schedule service appointments through the web 24 hours a day, 7 days a week.