Offer superior customer service and increase volume capacity without adding
headcount. Designed for small and medium-sized businesses, Microsoft CRM
Customer Service enables your service representatives to track customer
requests, manage support issues from initial contact through successful
resolution, and provide customers with consistent, efficient service.
Ensure efficient, consistent customer service
Automated routing and queuing and a shared knowledgebase make it easy
to serve customers efficiently.
Understand customer needs
Reporting tools let you measure service performance and identify common
support issues.
View everything
Get a total view of support incidents: contacts, satisfaction level, stage
of service, and more.
Share information
Integrated modules let employees view, update, and share information across
teams and departments.
Offer 24/7 customer support
Using the Customer Portal, customers can serve themselves directly through
your customer-facing Web site.
Customize and scale easily
Configure forms and interfaces, customize to suit your business needs,
and scale as your business grows.
Integrate powerfully
Integrate data and processes with Microsoft Office, Microsoft Great Plains
Business Solutions, and your customer-facing Web site.
Customer service representatives will find Microsoft CRM Customer Service
easy to learn and use. Among other features, it offers an intuitive, familiar
user interface, automated processes for handling service requests, and
a searchable, shared database of support information.
Microsoft CRM Customer Service Features List
•
Case management: Create
and assign cases for customer service requests and manage cases from
start to resolution. Manage actions and communications for each case
from a central location.
•
Activity management: View and
update calendar, workload, internal news, records, sales and customer
service reports, and more.
•
Routing and queuing:
Use workflow rules to automatically route service requests and cases
to appropriate representatives or queues for resolution or reassignment.
•
Searchable knowledgebase:
Create a knowledgebase of articles and FAQs and automate approval
and publishing processes. Search for information by browsing subject
trees or entering keywords.
•
Information sharing:
Centralized data storage and integrated Sales and Customer Service
Modules enable employees to access, update, and share information
across teams and departments.
•
Contracts: Create,
update, and manage contracts and service license agreements.
•
E-mail auto-response:
Use customizable templates and workflow rules to send automated
responses to customer requests.
•
Customer Portal: Enable
customers to serve themselves through your business Web site: access
knowledgebase articles, update information, chat with service representatives,
and submit service requests.
•
Integration with Microsoft
Great Plains Business Solutions: Integrate with Dynamics 7.0,
Solomon IV 5.0, and eEnterprise key data: accounts, contacts and service
license agreements, product catalogs, and more.
JAT is an authorized partner and reseller of Microsoft eEnterprise
and Dynamics Human Resource/Payroll, Financial Management, Distribution
and CRM software products. For more information, please call 800-580-2595
ext. 476 or click here to request information
via email.
