Microsoft Dynamics CRM 2016 Release Guide.pdf

Customer Service - Power your Service Productivity

Microsoft Dynamics CRM gives customer support teams everything they need to deliver intelligent and superior service from one consolidated view.
Dynamics CRM can help you earn customers for life, while decreasing the cost per case and increasing team satisfaction.
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Empower service teams, wow customers with Dynamics CRM:

  • Offer service anytime, anywhere: engage with customers using the web, social, chat, email, mobile and phone
  • Personalise every interaction: understand what your customer has already viewed and searched for before they reach your team. Gain critical insight using feedback and surveys
  • Empower agents: with a single, unified experience to deliver customer service from a desktop or mobile device. Users can access every source of information they need to provide more personalised care
  • Increase agent efficiency and reduce cost per case: using integrated knowledge banks and mobile service capabilities
  • Allow customers to self-serve: via an online support portal with a searchable knowledgebase. Deliver real-time updates, consistent answers to questions, and product and service documentation
  • Resolve even the most challenging issues faster: with instant access to support and subject matter experts, across internal and external teams, with Yammer and Skype
  • Gain insight: use dashboards and out of the box Microsoft Power BI and Excel reports to track and manage customer satisfaction with service metrics


Multimedia Center
CRM2011 Optimise Customer Experience
What's New in CRM 2016 - Customer Service

Customer centre

"M4 has provided us with an excellent service from day one. The successful completion of a second, very high profile project has only increased their credibility within the business..."
Natasha Towns
Business Applications Manager,
Logicalis UK

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