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A look at why it makes sense to provide service and support using Dynamics CRM. This session covers the customer service experience building blocks and the features and benefits of Unified Service Desk (USD). Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
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Dylan Haskins, Dynamics CRM Architect, @thexrmguruBruce Edwards, CRM Practice Lead, @BruceAE
Customer ServiceExcellence
The Unified Service Desk
Introduction
Questions
Our agenda
Customer Service Experience Building Blocks
Service & Support in CRM – why it makes sense
PRESENTERS
15 years CRM industry experience
Overall responsibility for CRM solutions
Consulting & Technical background
@BruceAE
Bruce EdwardsCRM Practice Lead
15+ years CRM experience
CRM Technical God
Microsoft CRM MVP & Microsoft Partner seller
@thexrmguru
www.thexrmguru.com
Dylan HaskinsCRM Solution Architect
Why it makes sense.
Service & Support in CRM
Am I adapting to cross-channel
behavior of my customers?
How do I deliver a good experience at a reasonable
cost? How do I
reduce “Agent Effort”?
How do I build customer
satisfaction?How do I ensure the right people are working on the right items?
Thoughts
5
The face of your businessCustomer Service Drives Continued Business to your company
Care everywhere Earn customers for life with responsive, relevant, effective service.
Market smarterPlan and deliver engaging campaigns with quantifiable results end to end.
Sell effectivelyFocus on what matters to close more deals faster.
Companies must adapt to the new customer journey
Your Awesome Presentation Title {Segoe UI 12 pt.}
“The only purpose of customer support is to change feelings”Seth Godin
Customer Service Experience Building Blocks
Mobile
Case updates on MOCA infrastructure
Unified Service Desk Agent desktop for integrating different channels and applications
Email Enhancements
Automatic conversion of email to case
Social Care
Generic framework to create social activity & case
Case Management
State of art case management , parent-child,
merge
Multi-Geo
Ability to set up different customer service schedules by geo
Profit Center
DifferentiatedService Effortless
Seamless ConsistentExperience
Channel Expansion Customers ValueCore Service
Entitlements
Ability to define entitlements by channel, product
Service Level Agreements
Flexible tracking service For different KPIs
Queuing
Public & Private Queues and Routing rules
Customer Care : A Big Step Forward….
SLA TypesStandard SLAs: Info on case entity
While configuring SLA KPIs, related case fields (date-time) are specified
Failure time stamped on case entity attributes (First Response By, Resolve By); statuses not stamped OOB
Timer Control based on case entity fields
Failure times, timer control added directly to case form
Enhanced SLAs: Info on related entity
While configuring SLA KPIs, related case fields (lookup to SLA KPI Instance entity) are specified
Failure/warning times stamped on related SLA KPI Instance record; statuses stamped automatically
Timer Control will be based on related SLA KPI Instance fields
Quick form needed to show failure times, timer control on the case form
SLA Pause Resume
Scenario• Automatically pause SLA time calculation when case is on hold or waiting on
customers
Capabilities• SLA Time calculation will get paused when a case is paused• Paused case statuses can be configured by org admin (system settings)• On hold time will be tracked for case records (based on associated business
hours)• SLA statuses & times will be tracked in a separate entity & will be stamped
automatically# in async• Pausing can be turned off at SLA level (no pausing if failure/warning times are 0)
# In Standard SLAs, times are tracked on case entity fields, statuses do not get tracked automatically
SLA Types• Standard => delivered in Spring 2014, do not support Pause-Resume• Enhanced• Standard SLAs cannot be converted to Enhanced SLAs
Customer Service Excellence | 13
INTEGRATED AGENT DESKTOP
Single unified interface for accessing all the tasks and applications required to complete customer interaction processes
SESSION MANAGEMENT
Handle multiple customer sessions and preserve contextual information
TIME TO VALUE
Significant reductions in development efforts for call center applications
CENTRALIZED MANAGEMENT
Centrally manage, configure, and authorize from Microsoft Dynamics CRM
Unified Service Desk (USD)Key Capabilities
What do Contact Centres Want ?
Desired Process Flow in a Contact Centre
Thank you
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