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Accounts

Improve account handling

  • Boost agent productivity with the intuitive user interface.
  • Improve first-call resolution with access to customer histories.
  • Automatically identify and delete duplicate records.
  • Simplify adding, changing, and managing contact information.
  • Model one-to-many, many-to-one, and complex relationships to provide great service.
  • Gain actionable insights.

CRM Customer Service Software
Account Management and history in Microsoft Dynamics CRM

Cases

Manage cases efficiently

  • Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.
  • Use rules-based routing and escalation to speed first call resolution (FCR).
  • Plan and complete case activities manually or automatically and record them for future reference.
  • Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts.

Customer Service Software
Case tracking and resolution in Microsoft Dynamics CRM.

Contracts

Simplify contract management

  • Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.
  • Gain insights to help sell more support contracts.
  • Create a contract repository to streamline case management.
  • Give agents a view of the current status and service eligibility for each customer.

Customer Service Solutions
Service contracts and entitlements in Microsoft Dynamics CRM.

Knowledge Base

Tap into proven expertise

  • Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
  • Share staff expertise and easily publish, store, and access the Knowledge Base information.
  • Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Customer Service Tools
Integrated Knowledge Management, FAQs and Troubleshooting steps in Microsoft Dynamics CRM.

Scheduling

Streamline scheduling

  • Define services with related resources and work schedules to increase precision.
  • Save time with easy, visual scheduling.
  • Get a centralized view of service workers’ calendars and resources to optimize scheduling.
  • Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.

Scheduling
Service Appointment Management and Scheduling in Microsoft Dynamics CRM

Workflows

Automate workflows

  • Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT.
  • Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent.
  • Provide consistent handling across geographic locations with support for multiple languages and currencies.

Customer Service Automation
Service Process automation and Escalation rules with Microsoft Dynamics CRM.

Mobility

Mobile Express for Microsoft Dynamics CRM

  • Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments.
  • Access and send CRM customer service data via any Web-enabled device.
  • Use the Windows Mobile SDK to customize your mobile applications.
  • Enhance customer service with better communications between field service and office staff.

Mobility
Accessing Microsoft Dynamics CRM through your browser-enabled device.

Analytics

Enhance service with insight

  • Closely monitor customer service and support processes with dashboards and scorecards.
  • Identify and address issues and refine key performance indicators (KPIs).
  • Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
  • Use built-in reports or create custom reports with a Report Wizard.

Analytics
Uncover data trends and customer insights with Microsoft Dynamics CRM Analytics Foundation