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Deliver superior customer service.
Quickly log, analyze, and resolve service issues with
streamlined access to service contracts, frequently asked
questions, and historical customer information.
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Manage work more efficiently.
Microsoft CRM delivers CRM as a natural extension of
Microsoft Outlook. Manage customer incidents, and all
service contacts, from a single business application.
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Automate service processes.
Assign, manage, and resolve support incidents with automated
routing, queuing, and escalation of service requests, along
with case management, communications tracking, and
auto-response e-mail. |
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Resolve issues quickly and
accurately. Improve your first call resolution
rates using a searchable, shared knowledge base of articles
organized by product and service category.
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Find and schedule qualified service
professionals. Quickly search and dispatch
skilled service professionals, tools, and resources across
service locations to deliver value-added services for your
customers. |
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Help increase customer
satisfaction. Proactively measure customer
satisfaction during each service interaction to help ensure
long-term customer loyalty. |
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Native Microsoft Outlook experience.
Manage your sales, service, and marketing relationships
within a single business application. Automatically
synchronize Outlook E-mail, Calendar, Tasks, and Contacts
with your Microsoft CRM database.
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Case management. Create,
assign, and manage customer service requests from initial
contact through resolution, as well as manage communications
and other activities. |
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Service requests.
Automatically associate incoming support inquiries with the
appropriate case. |
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Queuing. Send cases to a
waiting area—the queue—where they can easily be accessed by
individuals and teams. |
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Routing and workflow.
Route service requests automatically to the appropriate
representative for resolution, escalation, or reassignment.
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Searchable knowledge base.
Resolve common support issues quickly by using a searchable
knowledge base. Built-in review processes help ensure that
published information is complete, correct, and properly
tagged. |
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Contract management.
Create and maintain service contracts within Microsoft CRM
to help ensure accurate billing for support incidents. Each
time a support case is resolved, the relevant contract
information is updated automatically.
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E-mail management
(includes auto-response e-mail). Maintain accurate
customer-related communication records with automated
tracking and response for customer e-mail messages. Product
catalog: A full-featured product catalog includes support
for complex pricing levels, units of measure, discounts, and
pricing options. |
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Reports. Identify common
support issues, evaluate customer needs, track service
processes, and measure service performance. Service
appointment activities: Schedule detailed service activity
appointments for your service professionals that
automatically synchronize to your Microsoft Outlook
calendar. |
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Services, facilities, and
equipment. Model your entire service delivery
offerings and resource groupings into Microsoft CRM to
provide consistent service practices throughout your
organization. |
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Service scheduling engine.
Find qualified and customer-preferred service professionals
and schedule service appointments to deliver value-added
services for customers. |
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Global service calendar.
Manage service appointments and resource allocation across
your service sites and locations with a single calendar view
of service professionals, tools, resources, and facilities.
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Apr 29 SharePoint 2007