Customer Relationship Management (CRM)

Customer relationship management (CRM) can help reduce costs and increase profitability by organising and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields.

CRM for Sales

Sales

CRM for Service

Service

CRM for Marketing

Marketing

Social CRM

Social

mobile-icon

Mobile

Customer Service CRM

People’s view on customer service has changed – no longer will customers accept mediocre levels of service, calling about a complaint multiple times or being passed from one person to another.  Gaining customer loyalty comes down to the customer experience and the service you, as an organisation, can deliver. With the ability to public comment on social media the need for better customer service is more crucial than ever.

Microsoft Dynamics CRM is built to enable each person in your organisation to thrive. With Microsoft Dynamics CRM, everyone has the information they need at their fingertips to provide the best customer experience possible. All customer facing employees should have a 360° view of the customers; sales must know all the open/closed customer service enquiries and customer services must know all the sales/potential sales information. Microsoft Dynamics CRM allows teams to connect and work better together to provide a better experience for the customer and help the business grow.

Collaboration

Customer service is a team sport. Seamless, multichannel coordination helps ensure that customer interactions are handled effectively across the team, wherever they may be. Microsoft Dynamics CRM allows teams to close cases quicker; automated notifications, assigning tasks to other team members and internal communication all allow for a quicker response and a better experience for the customer. Also allowing commercial/sales people to have visibility and help communicate with the customer will provide a more professional experience. Management can oversee all activity and approve request or be made aware of high priority cases through escalation.

Fast Resolution

Resolving customer complaints and service issues can be both cost effective and easy. Track and manage all related correspondence, documents, contacts, conversations, and follow-ups, simply and effectively. Using Microsoft Dynamics CRM, increase the number of cases resolved with one interaction. Microsoft Dynamics CRM can help you harness the collective wisdom of your organisation in a centralised knowledge base. Harvest best practices, and empower your team to consistently solve problems with the right answer. It also has the ability to search for similar/previous cases to speed up resolutions for recurring incidents.

Process

We understand the importance of driving toward an outcome, which is why business processes are a significant component of our new user experience. Completely configurable process guidance takes the “guess” out of “work,” driving each individual and your entire organisation toward success. It’s a roadmap—from where you are now to where you need to go to reach your ultimate goal. Implement the best practices process to guide your customer service staff from initial contact to case resolution.