Improve Customer Service

Having some type of system to track customer requests for service is we believe critical for most types of organisations.

Requests for service, or requests to deal with post sales issues or problems, are typically given less priority than requests for new sales over the long term. However, if such requests are not dealt with adequately the damage to the reputation and brand will ultimately damage new sales. If the core business is after sales service or support, then a system is even more critical since the volumes are likely to be higher.

A CRM system to improve customer service does not have to be exceptionally sophisticated. Some basic capability as listed below will quickly provide huge benefit and start improving the organisation's reputation.

Naturally Microsoft Dynamics CRM provides the above capability (and much more) ‘out-of-the-box’, please refer to Dynamics CRM product section for much more detail.

The Service module assists tremendously with the tracking and resolution of service requests, powerful workflow can prioritise and route requests to employees who are available and with the appropriate skills.

Optional integration with Dynamics GP - Sales Order Processing enables orders to be entered on CRM (even out in the field on PDAs) and flow seamlessly into the back office for fulfilment and invoicing. CRM is automatically updated with accounts information such as credit and stock availability and order statuses.

The combined effect of this seamless integration between Exchange Server, Office, Dynamics GP and Dynamics CRM is that the organisation becomes much more aware of what is happening across all touchpoints, thus enabling a much more professional customer service and a much improved customer experience.