Microsoft CRM Service Scheduling

Scheduling appointments right the first time

For many businesses, a high priority of customer service is effectively scheduling service appointments. Doctor and dentist offices, tax services, electricians, and many other businesses need an automated, efficient way to track resource availability and plan for staffing needs. Businesses such as these need to understand what resources are required for each service and when those resources are available. And, of course, your customers want service that is on time and on target. A service appointment gone wrong can damage your standing with customers.

Automated Service Scheduling works the way you work

Microsoft CRM 3.0 includes an appointment-based service scheduling capability that enables you to define your services, resources, work schedules, and service locations. A sophisticated scheduling engine manages appointment booking and service availability according to your business rules. You can adjust it to optimize scheduling and reduce resource usage and costs. Point-and-click reports help service managers identify trends and adjust services and resources to meet demand. And because service scheduling is an integral part of Microsoft CRM 3.0, your staff can easily reference customer histories, demographics, and preferences in scheduling services. This functionality enables you to deliver more personalized, customized service as well as feed customer service histories back into your marketing and sales processes.

For example, an automotive repair shop might define services in Microsoft CRM as brake jobs, front-end alignments, transmission overhauls, and other service offerings. The repair shop might define resources as individual mechanics, vehicle bays, tools, and parts. When a customer calls for a service appointment, any worker in the shop with access to a computer can schedule an appointment. Depending on the service needed and time slots that are open, Microsoft CRM 3.0 displays the dates and times that are available. The Suggestion Pane even lists resources and services that the customer has used before. With the customer on the phone, the worker can schedule an appointment in a click. Then the appointment (scheduled and finished) becomes a permanent part of that customer's Microsoft CRM record.

Business benefits of Service Scheduling in Microsoft CRM

• Automate service scheduling and centralize dispatching of resources and services

• Enhance productivity, optimize resource usage, and lower operational costs

• Improve customer satisfaction with timely delivery of accurate services

• Meet response time commitments and avoid penalties

• Keep customers informed by setting initial expectations and keeping them apprised of scheduling updates if circumstances change

• Adjust resource assignments in real time to meet high priority requests

With Service Scheduling in Microsoft CRM, you can centralize and automate scheduling, simplifying the work involved in booking appointments and improving service delivery to customers. One more way Microsoft CRM helps you get closer to customers and work more efficiently.