Apparently, sitting somewhere, as a post-it note on a customer service rep's workstation was a 45-day old service problem with one of his guest's major clients. The president was repeatedly pumped over lunch with questions like the following:
- Why didn't he have insight into this issue?
- Why had he not brought a solution to the lunch?
- Why didn't his customer service rep know that the guest was a major client?
- Isn't the lifetime value of the client's business worth some attention at the highest level?
To avoid a scenario such as this from unfolding, there needs to be a more effective business process in place. Microsoft Dynamics CRM provides an extensive case tracking system. The beauty of using cases is not only the structure provided to the customer service rep, but the ability to share the issue and related activity with the account rep. In addition, classifying cases provides insight into the bottlenecks and prompts discussion on ways to correct.
Having a single view of the customer relationship provides everyone with the same insight -- customer service, sales, and management. Since cases are date-and-time stamped upon creation, workflows can easily be established to escalate an issue. A president, before lunch, can review all past and open issues of a key customer.
Reporting, dashboards, and record coding can keep everyone on the same page regarding the open issues and the lifetime value of the client relationship.
If you would like further insight on how your CRM can provide you with this information or other ways your CRM can improve your day-to-day operations -- please call me 330-929-1353 x 224