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Engage 2013 - Delivering customer care
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Engage 2013 - Delivering customer care

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This session focused on a real-world case study demonstrating how integrating CRM with a Contact Center solution can deliver a great customer care experience.

This session focused on a real-world case study demonstrating how integrating CRM with a Contact Center solution can deliver a great customer care experience.

Published in: Technology, Business

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Transcript

  • 1. Delivering Great Customer Care Bart Sneary VP of CRM - Avtex Ben Werner Sr Product Marketing Mgr - Microsoft Mike Meeks COO – Noel Group
  • 2. Level Set on Complexity • Call Center or Contact Center • Inbound or Outbound (or both) • Sales or Service (or both) • Specialized Agents or Blended Agents • Encourage Self-Service or Agent involvement • Cost Center or Strategic Asset • Single Location or Distributed • Cloud or On Premises Software (or Hybrid) View Results View Results View Results View Results www.avtex.com/engage
  • 3. How we think about CRM • Database to house all important information you have about your customer and their automated or assisted interactions with your company • Must be agile and easy to both put data into and retrieve data from programmatically and by direct user input on whatever device they are on now • Enrichment platform to both serve up customer data to systems and/or agents and create unified agent desktop with mashups to simplify agent experience
  • 4. How we utilize Contact Center Platform • Engine to connect customer with THE best person in my company to assist them • Must know and use people’s skills, availability, and schedule in all its rules • Must be able to easily accommodate any media type (inbound or outbound) • Must have tools to help me plan schedules and peak demand, manage and coach agents, and flex with changing business processes
  • 5. Why Focus on Customer Experience? The realities of customer experience…
  • 6. Why Focus on Customer Experience? It turns into profits…
  • 7. The Optimized Customer Experience It’s about crosschannel It’s not about multi channel PortalsVideoSocial Next . . . Interactive Voice Response IVR
  • 8. Our core philosophy • Plan for the data you need and capture it • Get data about every interaction into CRM as quickly as possible • Enrich that interaction with relevant customer info • Load the enriched interaction into Contact Center platform for sophisticated routing • Pop all appropriate information/systems to agent who handles the interaction
  • 9. DEMO
  • 10. Dynamics CRM in Customer Care Today
  • 11. Microsoft Dynamics CRM 2013 makes business personal Simple and immersive interface helps you get things done Contextual data helps you glean insights so you can be effective Anywhere access to the people and resources you need for success
  • 12. • • • Intuitive design
  • 13. Actionable intelligence • • •
  • 14. • • Pervasively connected
  • 15. MyAssist – About Us • Personal assistance and concierge service for some of the world’s largest brands • From 411 to 911 – We’re there for you and your customers • Primary markets include: – Automotive – Financial Services – Travel – Insurance
  • 16. MyAssist – Unique Challenges • Provide a fully partner branded solution • Be instantly customer and location aware • Provide enough flexibility for agents to process any type of request • Integrate partner specific tools and resources • Support multiple billing methods through operational reporting
  • 17. MyAssist – From Old to New Old • Non-Dynamics cloud CRM and cloud based phone system – Latency issues – Lacked customizability – Significant downtime New • Premise based Dynamics and I3 integration – Full customization – Minimal downtime
  • 18. Customizing Our CRM • Location – Embedded a mapping application – Search functionality – Relevant surroundings during request – PSAP warm transfer
  • 19. Customizing Our CRM • Profile – Valuable customer data – User preferences – Personalizes the experience – Gateway to predictive behaviors
  • 20. DATA HIDDEN FOR PRIVACY
  • 21. Customizing Our CRM • Case Management – Documentation of services – Scheduled activities – Historic service records – Quality assurance
  • 22. The Mobile Connection
  • 23. Moving Forward with Dynamics and I3 • Integration of SMS, Chat and Social • Workflows for common cases • Live location updates • Social profile integration
  • 24. Q&A Session Questions?