Microsoft Dynamics CRM Customer Care

The service capabilities for Microsoft Dynamics CRM empower companies to deliver end-to-end, self-assisted and onsite service.

 

Earn loyalty. Empower agents. Stay agile.

Service organisations are at the epicenter of a company’s ability to deliver differentiated and consistent engagement experiences. Organisations empowered by our intelligent customer service solution increase advocacy and loyalty to their brands by creating effortless experiences. Our industry leading technologies, including machine learning, IoT and analytics, give our purpose-built solution the breadth and depth necessary for your organisation to meet the challenges of an evolving customer service landscape – and position your brand to capitalise on an everything-as-a-service economy. The service capabilities for Microsoft Dynamics CRM can help you earn customers for life through personalised omni-channel service, increased productivity, actionable insights and adaptive service models.

Omni-channel – Offer service anytime, anywhere

Organisations using the service capabilities for Microsoft Dynamics CRM have a 360-degree customer view, including critical data from social interactions and voice of the customer feedback. Real-time and historical insights delivered on a unified platform ensure contextual, personalised and consistent engagements.

Portal – Make customer service effortless

The self-service capabilities for Microsoft Dynamics CRM, can be localised on product and Facebook fan pages, or embedded within kiosks and games — transforming the experience into an everyday interaction for your customers.

Agent enablement – Empower agents. Wow customers.

The service capabilities for Microsoft Dynamics CRM empower agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps — all from a centralised user interface — so they can manage cases faster and provide a differentiated level of support.

Onsite service – Smart onsite care

The field service capabilities for Microsoft Dynamics CRM keep the customer at the center of your business through smart scheduling and optimised resource utilisation — providing a faster time to ROI. The project service capabilities for Microsoft Dynamics CRM unite people, process and technology to deliver on-time, on-budget professional engagements, making your organisation an integral part of the entire customer journey.

Knowledge – Provide the right answers at the right time.

The service capabilities for Microsoft Dynamics CRM empower organisations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.

Service intelligence – Analyse and anticipate

The service capabilities for Microsoft Dynamics CRM empower organisations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.