Integration / Customer Relationship Management
Offer superior customer service and increase capacity without adding employees. With Microsoft ® Business Solutions CRM Customer Service, your service representatives can track requests, manage support issues from initial contact through successful resolution and provide the consistent, efficient service that helps ensure customer satisfaction.
Create, assign and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
Automatically associate incoming support inquiries with the appropriate case.
Send cases to a waiting area the queue where they can be easily accessed by individuals and teams.
Routing and workflow
Route service requests automatically to the appropriate representative for resolution, escalation or reassignment.
Searchable Knowledge Base
Resolve common support issues quickly by using a searchable Knowledge Base. Built-in review processes help ensure that published information is complete, correct and properly tagged.
Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.
E-mail management (includes auto-response e-mail)
Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages.
A full-featured product catalog includes support for complex pricing levels, units of measure, discounts and pricing options.
Identify common support issues; evaluate customer needs, track service processes and measure service performance.