Microsoft Customer Services Solutions

ACCOUNTS - Manage accounts with insight and collaboration

• Boost agent productivity with a familiar user interface that is natural and personal
• Create business connections across CRM activities and entities
• Build teams with users from multiple business units to own records and assigned roles
• Audit changes to business data with automatic notification
• Enable role-based access and permissions to accounts and data

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ANALYTICS - Enhance customer service withinsightful, actionable intelligence

• Track and measure performance for organisations, business units, teams and individuals
• Use inline visualisations for ad-hoc drilldown into key performance indicators (KPI)
• Stay current with dashboards of customisable real-time analytics
• Import and export Microsoft Office Excel spreadsheets in real time
• Use built-in reports or customise with Report Wizard

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CASES - Respond to cases quickly and precisely

• Respond to cases faster with access to complete case and customer data
• Use guided business processes and scripted dialogues to deliver fast and precise service
• Manage cases across individual and team queues that are user friendly and configurable
• Personalise data views, dashboards and navigation; pin favourites to workstation.
• Flexibly manage cases across channels for customer convenience

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CONTRACTS - Simplify contract management

• Simplify contract management to develop and revise customised customer contracts
• Use workflow to trigger activities to help agents consistently deliver the right level of service
• Gain actionable insight to help agents sell more service and support contracts
• Give agents real-time access to views of service eligibility for each customer

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KNOWLEDGE - Get the right information at the right time

• Increase first contact resolution with the built-in knowledge repository
• Speed case handling by making it easy to find information with familiar tools
• Avoid duplicated efforts by using cross-channel knowledge and
• Use familiar and graphical tools to track and monitor the flow of knowledge

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MOBILITY - Integrate Mobile Express for Microsoft Dynamics CRM

• Deliver notifications and alerts through mobile devices
• Manage and update service schedules and appointments
• Access and send CRM customer service data via any web-enabled device
• Drag and drop configuration and forms design for mobile devices

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SCHEDULING - Streamline scheduling with all resources required to perform a service

• Schedule services and resources to serve customers effectively
• Save time with familiar and easy scheduling tools
• Stay connected across teams with a centralised view of service calendars and resources
• Use familiar tools to set up and manage reoccurring appointments in CRM

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WORKFLOWS - Establish processes that facilitate a connected organisation that is collaborative and integrated

• Save time and money by allocating items to queues based on inquiry type or any custom entity
• Automatically assign activities to specific agents or teams; define role-based and security-based views
• Establish rules-based approvals and escalation to route cases to the right person
• Personalise workflow with point-and-click tools; use conditional branching and nesting

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