Microsoft Dynamics CRM 4.0 Customer Service


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Using Microsoft CRM 4.0 for customer service needs

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Microsoft Dynamics CRM 4.0 Customer Service

  1. 1. CUSTOMER SERVICE Overview Ralph R. Zerbonia President Universe Central Corporation
  2. 2. Better Customer Service Drives Company Value “… companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.” Harvard Business Review March 2007
  3. 3. Typical Business Challenges in Customer Service <ul><li>On-board and train new Customer Service Representatives (CSRs) quickly </li></ul><ul><li>Increase CSR utilization and retain quality CSRs </li></ul><ul><li>Provide a consistent, effective experience across all contact touchpoints </li></ul><ul><li>Convert cross-sell and up-sell opportunities into revenue </li></ul><ul><li>Increase First Call Resolution and decrease Average Handle Time </li></ul>
  4. 4. Industry Views “ The role of the contact center in the organization is shifting and growing. Contact centers are increasingly strategic business units, and not just cost center departments.” Michael Maoz, Vice President and Distinguished Analyst, Gartner Inc. “ CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers for their business.” New York Stock Exchange (NYSE) 2007 CEO Report “ If you’re looking to boost customer satisfaction, one of the most promising places to start is customer service. … increased satisfaction has a positive impact on consumer spending, cash flow, and business performance. ” Harvard Business Review, 2007
  5. 5. Change the Game in Customer Service Transform Customer Service into a Strategic Asset Empower all employees to be part of Customer Service Achieve a true 360° View of the customer
  6. 6. SOLUTION
  7. 7. Microsoft Dynamics CRM Customer Service Solution <ul><li>Service Capabilities </li></ul><ul><li>Full feature set </li></ul><ul><li>Service Workflow </li></ul><ul><li>Designed for </li></ul><ul><ul><li>Users </li></ul></ul><ul><ul><li>Managers </li></ul></ul><ul><ul><li>Executives </li></ul></ul>
  8. 8. Account and Contact Management Complete set of features that empower customer service representatives to better manage interactions. <ul><li>Microsoft Advantage </li></ul><ul><li>Familiar user experience via Microsoft Outlook, agent desktop or web client </li></ul><ul><li>Powerful productivity features like Auto Complete and Smart Search </li></ul><ul><li>Import and de-duplication of records is seamless and easy to perform </li></ul><ul><li>Fundamental technical agility to support core service interactions </li></ul><ul><li>Account and Contact Management Components </li></ul><ul><li>Acct, Contact & Case History </li></ul><ul><li>Contact Management </li></ul><ul><li>Discovery & Search </li></ul><ul><li>Data Import & Quality </li></ul><ul><li>Complex Relationships </li></ul>
  9. 9. Interaction and Knowledge Management Complete interaction management capabilities including Knowledge Management and Service Level Agreements. <ul><li>Microsoft Advantage </li></ul><ul><li>Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI </li></ul><ul><li>Fully integrated Knowledge Base including authoring and publishing capabilities. </li></ul><ul><li>Robust email support including auto-response and auto promotion of emails to cases. </li></ul><ul><li>Interaction and Knowledge Management Components </li></ul><ul><li>Flexible Interaction Framework </li></ul><ul><li>Contextual User Experience </li></ul><ul><li>Knowledge Base </li></ul><ul><li>KB Article Authoring, Review and Publishing </li></ul><ul><li>SLA and Support Contracts </li></ul>
  10. 10. Case Management and Scheduling Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service. <ul><li>Microsoft Advantage </li></ul><ul><li>Easy-to-use case management functionality including creation, editing, dispatch, tracking and resolution. </li></ul><ul><li>Optimize usage of field personnel, fleet, tools, parts and resources </li></ul><ul><li>Case Management and Scheduling Components </li></ul><ul><li>Multi-channel Incident Mngmt. </li></ul><ul><li>Communications & Activities Management </li></ul><ul><li>Routing & Escalation </li></ul><ul><li>Services & Resources Management </li></ul><ul><li>Global Scheduling & Optimization </li></ul>
  11. 11. Real-Time Insight, Reporting and Analytics Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. <ul><li>Microsoft Advantage </li></ul><ul><li>Predictive behavior analytics, like cross-sell/upsell, and historical analytics </li></ul><ul><li>Critical service reports are provided standard with fully customized reports available easily to any user </li></ul><ul><li>Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting. </li></ul><ul><li>Real-Time Insight, Reporting and Analytics Components </li></ul><ul><li>Customer Analytics </li></ul><ul><li>Standard Service Reports </li></ul><ul><li>Custom Reports </li></ul><ul><li>OLAP & Data Mining </li></ul><ul><li>Dashboards & Scorecards </li></ul>
  12. 12. Proactive Sales and Support Transform the contact center from purely reactionary service into a proactive, strategic arm of the business. <ul><li>Microsoft Advantage </li></ul><ul><li>Seamlessly integrated, holistic service processes that drive positive behavior </li></ul><ul><li>Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007. </li></ul><ul><li>Proactive Sales and Support Components </li></ul><ul><li>Account & Contact Analysis </li></ul><ul><li>Upsell & Cross-sell Evaluation </li></ul><ul><li>Product Recommendation </li></ul><ul><li>Proactive Communications </li></ul><ul><li>Service Campaigns </li></ul>
  13. 13. Customer Service Scenarios Follow- the-Sun Global Support World-Class Contact Center Closed-Loop Service Processes Quick Service Campaigns Total Quality Management Enable management of cases to be handed off across teams in multiple time zones Deploy world-class contact centers that support multiple shifts and remote agents Use workflow to drive consistency and real-time visibility into every stage of service processes Manage product support issues simply and easily from contact to resolution Allow all service metrics to be easily tracked and analyzed to drive process improvement
  14. 14. Powered By Microsoft <ul><li>Core Enabling Capabilities </li></ul><ul><li>Business Agility </li></ul><ul><li>Robust Workflow </li></ul><ul><li>Reporting & Analytics </li></ul><ul><li>Multi-Tenancy </li></ul><ul><li>Multi-Language User Interface </li></ul><ul><li>Multi-Currency </li></ul><ul><li>Comprehensive customization capabilities </li></ul><ul><li>Composite applications </li></ul><ul><li>Inherent flexibility to map to business processes </li></ul><ul><li>Geared for design by anyone in the organization </li></ul><ul><li>Generate all levels of reports from standard, “canned” reports to sophisticated, custom reports </li></ul><ul><li>Spot trends or predict behavior with OLAP and data mining </li></ul>
  15. 15. Microsoft Dynamics CRM in the Contact Center Phone Wireless Web Self-Service Email Chat Branches Retail Stores & Dealers Government Offices Interaction Channels PBX/ACD IVR PSTN VPN and Internet CTI Legacy Apps ERP LOB Apps Agents Supervisors Managers Executives Reporting & Analytics CC Apps 360° View Composite UI
  16. 16. BENEFITS
  17. 17. Key Benefits of Microsoft Dynamics CRM Achieve 360 ° visibility across the entire organization into service history, current cases, contracts and much more Organizational Customer Service Drive collaboration and improve agent productivity, lower training costs and reduce churn. Higher Productivity Improved Up-sell and Cross-sell Optimize upsell and cross-sell campaigns to drive better revenue and higher uptake rates. Greater Service Efficiency Improve first-call resolution and handling times to yield higher customer satisfaction and loyalty.
  18. 18. Key Benefits for Business <ul><li>Reach customer satisfaction goals </li></ul><ul><li>Drive new revenue opportunities </li></ul><ul><li>Reliably manage service costs </li></ul><ul><li>Achieve KPIs for service </li></ul><ul><li>Increase agent retention </li></ul><ul><li>Reduce agent training costs and on-boarding time </li></ul><ul><li>Improve personal productivity </li></ul><ul><li>Eliminate frustration in assisting customers </li></ul><ul><li>Reduce errors and call closing time </li></ul>VP of Customer Service Contact Center Manager Agents and Supervisors
  19. 19. Key Benefits for IT <ul><li>Achieve rapid time to value </li></ul><ul><li>Realize low total cost of ownership (TCO) </li></ul><ul><li>Leverage consistent IT architecture & standards </li></ul><ul><li>Adapt to meet business user requirements </li></ul><ul><li>Easily integrate existing applications and data </li></ul><ul><li>Design for extensibility </li></ul><ul><li>Design and track key KPIs </li></ul><ul><li>Design and run cross-team workflow </li></ul><ul><li>Manage work loads for representatives </li></ul>Chief Information Officer IT Project Team Business Analyst
  20. 20. EVIDENCE
  21. 21. Global Customer Success in Customer Service Mid-size Companies Small Businesses Large Enterprises
  22. 22. Customers in Action <ul><li>High Technology </li></ul><ul><li>Multi-thousand users </li></ul><ul><li>Replacement of legacy Clarify application in commercial software support organization. </li></ul><ul><li>Microsoft Dynamics CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide follow-the-sun global support. </li></ul><ul><li>Manufacturing </li></ul><ul><li>75+ users </li></ul><ul><li>Polaris uses Microsoft Dynamics CRM to provide support to both dealers and enthusiasts (users of product). </li></ul><ul><li>From a SharePoint interface, users access multiple applications including Microsoft Dynamics CRM, SAP, and parts/product databases. </li></ul><ul><ul><ul><li>Integrated Healthcare </li></ul></ul></ul><ul><ul><ul><li>1,200 users </li></ul></ul></ul><ul><ul><ul><li>Maccabi serves 1.7M members in Israel. </li></ul></ul></ul><ul><ul><ul><li>Microsoft Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center. </li></ul></ul></ul><ul><ul><ul><li>Microsoft Dynamics CRM system surfaces critical information from SAP and an AS400. </li></ul></ul></ul>Maccabi Microsoft Polaris
  23. 23. Customer Perspective “ Microsoft Dynamics CRM helps us pinpoint why people have to make phone calls and helps us systematically reduce the time spent on non-value-added activities like unnecessary calls.” David Peet General Manager, Crossmark “ With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly—all because the system brings them the information that they need in an easy-to-use, point-click fashion.” Jeff Beelman Contact Center Lead, Wellmark Blue Cross Blue Shield
  24. 24. Customer Return On Investment <ul><li>Substantially cut call handling time by four minutes per call </li></ul><ul><li>Reduced training time for new employees from eight to six weeks </li></ul><ul><li>Handling 15% more calls per year , without additional staff </li></ul><ul><li>Saves 6,000 hours a year on case management </li></ul><ul><li>50% reduction in call volumes </li></ul><ul><li>Increased first call resolution rates , leading to improved customer satisfaction </li></ul><ul><li>Improved work productivity for over 50% of staff </li></ul><ul><li>Lowered call volume through proactive identification of service issues </li></ul>
  25. 25. Partnering for Success Interaction Channel Infrastructure Contact Center Applications
  26. 26. DISCUSSION
  27. 27. APPENDIX
  28. 28. Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2007 [emphasis added] Microsoft Dynamics CRM has emerged as a leader in the customer service and contact center space, driven by its ease of use for service personnel and by the flexibility of the underlying SOA platform. Momentum with Analysts: Gartner
  29. 29. Momentum with Analysts: Forrester Source: Forrester Research “ Microsoft Dynamics CRM has based its user interface on the popular Microsoft Outlook email program, meaning a shorter learning curve and more intuitive navigation … Microsoft Dynamics CRM’s time to value is typically days or weeks .”
  30. 30. Customer Service & Support <ul><li>Core components of a CSS application include: </li></ul><ul><li>Account and Contact Management </li></ul><ul><li>Case and Interaction Management </li></ul><ul><li>Knowledge Base Management </li></ul><ul><li>Product and Contract Management </li></ul><ul><li>Service Scheduling </li></ul><ul><li>Workflow across Teams and Groups </li></ul><ul><li>Service Reporting and Analytics </li></ul><ul><li>Commonly integrated components include: </li></ul><ul><li>Voice Infrastructure (ACD, CTI, IVR) </li></ul><ul><li>Workforce and Quality Management </li></ul><ul><li>Agent Scripting </li></ul>
  31. 31. World-Class Contact Center Platform <ul><li>Customer Need : Transform your contact center from a traditional cost center into a strategic asset </li></ul><ul><ul><li>Improve the multi-channel customer experience </li></ul></ul><ul><ul><li>Drive customer retention and loyalty </li></ul></ul><ul><ul><li>5% increase in customer retention = 25-100% to the bottom line </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Multi-tenant architecture with advanced data privacy </li></ul></ul><ul><ul><li>Full multi-language and multi-currency support </li></ul></ul><ul><ul><li>Network optimization for WANs and remote agents </li></ul></ul><ul><ul><li>High performance & scalability from server clustering </li></ul></ul><ul><ul><li>Improved email handling in Exchange and with POP3/SMTP </li></ul></ul>
  32. 32. Quick Sales & Service Campaigns <ul><li>Customer Need : Deliver an outbound contact capability to drive proactive service outreach </li></ul><ul><ul><li>Quickly drive communications for time sensitive issues </li></ul></ul><ul><ul><li>Avoid routine calls by rapid notification of product or service issues </li></ul></ul><ul><ul><li>Launch outbound surveys to collect key market information. </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Automated Quick Campaign module </li></ul></ul><ul><ul><li>Bulk close of campaign activities to clear many tasks at once </li></ul></ul><ul><ul><li>Auto-send of campaign emails </li></ul></ul><ul><ul><li>Intelligent data migration for campaign targeting </li></ul></ul>
  33. 33. Drive Agent Productivity Improvement <ul><li>Customer Need : Deploy familiar and flexible technology to get more for your customer service personnel </li></ul><ul><ul><li>Reduce agent click counts and input errors </li></ul></ul><ul><ul><li>Manage more customers and deliver better service with same or less headcount </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Smart Navigation navigation streamlines the agent user interface </li></ul></ul><ul><ul><li>Auto-resolution of cases </li></ul></ul><ul><ul><li>Individual and group workflow to improve productivity </li></ul></ul><ul><ul><li>Real-time duplication detection and conflict resolution </li></ul></ul>
  34. 34. Real-Time “Expert” and “Managers” on Call <ul><li>Customer Need : Increase first-call resolution (FCR) rates by reaching the right expertise in real-time </li></ul><ul><ul><li>Poor first call resolution rates typically add 30% in additional costs to contact center budgets </li></ul></ul><ul><ul><li>Use presence integration and workflow to connect expert resources to issues in real-time </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Presence integration via Office Communications Server 2007 </li></ul></ul><ul><ul><li>Intra-team and cross-team workflow via Windows Workflow </li></ul></ul>
  35. 35. Improved Email Channel Management <ul><li>Customer Need : Effectively use the email channel to reduce service costs while maintaining satisfaction </li></ul><ul><ul><li>Deflect incident handling from telephone to email or web </li></ul></ul><ul><ul><li>Deliver consistent and differentiated service via web or email </li></ul></ul><ul><ul><li>Email channel is 44% cheaper than live agent conversations </li></ul></ul><ul><li>Key Capabilities in Microsoft Dynamics CRM </li></ul><ul><ul><li>Easily promote emails into cases </li></ul></ul><ul><ul><li>Advanced email routing architecture </li></ul></ul><ul><ul><li>Intra-team and cross-team workflow for emails </li></ul></ul><ul><ul><li>Email sending, routing, and management enhancements </li></ul></ul>
  36. 36. Action! Ralph R. Zerbonia Universe Central Corporation 330-720-4525 [email_address]