Customer Service CRM - Overlooked Requirement

Bob,

We have been so focused on getting Dynamics right for our sales process that we have neglected our service side. What is the best way to bring their calls, request for returns and quality issues, tracked in a separate system, into a company-wide view of the customer?

Gabrielle


Dear Gabrielle,

It’s good you are thinking along the lines that there is value in having one-view of your relationship with a customer. Too often I see account managers needing to chase down customer services issues before a client call, or that service is fixing an old product, or worse yet, a competitive product, that if sales knew they would want to replace

If you have limited-service calls to track then the Case system in Dynamics 365 Sales Professional or Enterprise should be able to be configured to meet your needs. However, if you have even a one- or two-person customer service area, but service is considered a profit center, then you want to get serious about having that team knowledgeable and effective. You should seriously look at Customer Service -- another module in the Dynamics 365 platform.

Dynamics 365 Customer Service is specifically designed deliver the best customer service experience possible to your customers while optimizing your agents’ productivity. The user interface form layout is designed to deliver up contact information, past issues, and knowledgebase information in a quick and easy to read format. Agents can interact with customer through phone, email or chat bot and the base module can be expanded to use TXT messaging or receive IoT interactions. The list below provides an outline of the key features.

Use Dynamics 365 Customer Service to:
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• Track customer issues through cases
• Record all interactions related to a case
• Share information in the knowledge base
• Create queues and route cases to the right channels
• Create and track service levels through service-level agreements (SLAs)
• Define service terms through entitlements
• Manage performance and productivity through reports and dashboards
• Create and schedule services
• Participate in chats
• Manage conversations across channels

Having the ability to build a knowledgebase for insight on repeatable questions goes a long way to save time and build value for customers. We also can extend the system with a portal for customer self-service.

The license cost for Dynamics 365 Customer Service is $65/user/month (Professional), $95/user/month Enterprise, or $20/user/month as an add-on to D365 Sales Enterprise, with no minimum users required.

Call me if you would like to see the Customer Service module.

bsullivan@infogrowcorp.com or call me at 330.929.1353 x 5224.
-- Bob