Delivering Great Customer Care
Bart Sneary
VP of CRM - Avtex
Ben Werner
Sr Product Marketing Mgr - Microsoft
Mike Meeks
CO...
Level Set on Complexity
• Call Center or Contact Center
• Inbound or Outbound (or both)
• Sales or Service (or both)
• Spe...
How we think about CRM
• Database to house all important information you have about
your customer and their automated or a...
How we utilize Contact Center Platform
• Engine to connect customer with THE best person in my
company to assist them
• Mu...
Why Focus on Customer Experience?
The realities of customer experience…
Why Focus on Customer Experience?
It turns into profits…
The Optimized Customer Experience
It’s about crosschannel
It’s not about multi channel
PortalsVideoSocial Next
. . .
Inter...
Our core philosophy
• Plan for the data you need and capture it
• Get data about every interaction into CRM as
quickly as ...
DEMO
Dynamics CRM in Customer Care Today
Microsoft Dynamics CRM 2013 makes business personal
Simple and immersive
interface helps you get
things done
Contextual da...
•
•
•
Intuitive design
Actionable intelligence
•
•
•
•
•
Pervasively connected
MyAssist – About Us
• Personal assistance and concierge service for
some of the world’s largest brands
• From 411 to 911 –...
MyAssist – Unique Challenges
• Provide a fully partner branded solution
• Be instantly customer and location aware
• Provi...
MyAssist – From Old to New
Old
• Non-Dynamics cloud CRM and cloud based phone
system
– Latency issues
– Lacked customizabi...
Customizing Our CRM
• Location
– Embedded a mapping application
– Search functionality
– Relevant surroundings during requ...
Customizing Our CRM
• Profile
– Valuable customer data
– User preferences
– Personalizes the experience
– Gateway to predi...
DATA HIDDEN FOR PRIVACY
Customizing Our CRM
• Case Management
– Documentation of services
– Scheduled activities
– Historic service records
– Qual...
The Mobile Connection
Moving Forward with Dynamics and I3
• Integration of SMS, Chat and Social
• Workflows for common cases
• Live location upd...
Q&A Session
Questions?
Engage 2013 - Delivering customer care
Engage 2013 - Delivering customer care
Engage 2013 - Delivering customer care
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.

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Engage 2013 - Delivering customer care

  1. 1. Delivering Great Customer Care Bart Sneary VP of CRM - Avtex Ben Werner Sr Product Marketing Mgr - Microsoft Mike Meeks COO – Noel Group
  2. 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. 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. 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. 5. Why Focus on Customer Experience? The realities of customer experience…
  6. 6. Why Focus on Customer Experience? It turns into profits…
  7. 7. The Optimized Customer Experience It’s about crosschannel It’s not about multi channel PortalsVideoSocial Next . . . Interactive Voice Response IVR
  8. 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. 9. DEMO
  10. 10. Dynamics CRM in Customer Care Today
  11. 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. 12. • • • Intuitive design
  13. 13. Actionable intelligence • • •
  14. 14. • • Pervasively connected
  15. 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. 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. 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. 18. Customizing Our CRM • Location – Embedded a mapping application – Search functionality – Relevant surroundings during request – PSAP warm transfer
  19. 19. Customizing Our CRM • Profile – Valuable customer data – User preferences – Personalizes the experience – Gateway to predictive behaviors
  20. 20. DATA HIDDEN FOR PRIVACY
  21. 21. Customizing Our CRM • Case Management – Documentation of services – Scheduled activities – Historic service records – Quality assurance
  22. 22. The Mobile Connection
  23. 23. Moving Forward with Dynamics and I3 • Integration of SMS, Chat and Social • Workflows for common cases • Live location updates • Social profile integration
  24. 24. Q&A Session Questions?

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