Crm saturday madrid 2017 neil parkhurst - usd in dynamics 365
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This document summarizes Neil Parkhurst's presentation on omnichannel customer service with Microsoft Dynamics 365 and CafeX. It discusses how customer service has evolved from letters and phone to include more channels like email, webchat, and automated services. It introduces the Unified Service Desk tool for empowering agents with a single view across systems. It also demonstrates the Live Assist feature for enabling omnichannel experiences and engagement across channels like phone and social media within Dynamics 365.
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Generation “C” is not a demographic. It's everyone. Your existing and potential customers are all connected, and in control. Today’s connected consumers require all businesses, including collision repairers to connect, communicate, market to, sell and service them in the same ways they connect and communicate! Frank Terlep, CEO and Lead Sherpa of Summit eMarketing Sherpa’s, facilitated this session for an AKZO Acoat Meeting in Wilmington,NC and helped attendees understand the tools, technologies and techniques today’s auto body and repair shops need to utilize to connect with, communicate, market to, sell and service today’s “connected consumer.”
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- 3. Presenter: Neil Parkhurst, MVP Omnichannel with USD & CafeX
- 4. Neil Parkhurst Bio: Dynamics 365 Functional Consultant MVP Blog: https://NeilParkhurst.com Twitter: @ParkhurstNeil Email: neil.Parkhurst@hcl-powerobjects.com
- 5. Digital Transformation 43% Play Online Games 52% Read Blogs Millennials 2017: 46% Workforce 2025: 75% Workforce 70% EXPECT a Website to include self-service. 25% Will Leave a company after 1 bad experience. 82% will leave a company after 3rd bad experience.
- 6. Customer Service Evolution WHEN I WAS A BOY • Letters! • Phone WHEN I HAD HAIR Call Centres • Phone only LAST FEW YEARS Contact Centres • Phone • Email • Web Requests? TODAY? Omnichannel Contact Centres • Webchat • Self service portals • Cross channel journeys VERY SOON Automated Omnichannel • Even more channels • BOT, automation • Machine Learning
- 7. Microsoft CRM: Unified Service Desk (USD) Unified Service Desk Empower agents. Wow customers. Empower agents with a single, unified experience to deliver fast, amazing customer service. Agents can access every source of information they need, across a diverse environment, to provide more personalized care. They can leverage guided resolution features, such as call scripting all from a centralized view. Enables agents to manage cases faster and to provide differentiated levels of support, with integrated knowledge base. Helping to increase agent efficiency and to reduce cost per case. But what about Omni-channel???
- 8. Introducing Live Assist ….
- 9. Dynamics 365 - Service Microsoft Social Engagement Omnichannel Related Technology Interactive Service Hub
- 10. DEMO
- 11. QUESTIONS??
Editor's Notes
- Quick intro about me