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This session focused on a real-world case study demonstrating how integrating CRM with a Contact Center solution can deliver a great customer care experience.
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Delivering Great Customer Care
Bart SnearyVP of CRM - Avtex
Ben WernerSr Product Marketing Mgr - Microsoft
Mike MeeksCOO – Noel Group
Level Set on Complexity
• Call Center or Contact Center• Inbound or Outbound (or both)• Sales or Service (or both)• Specialized Agents or Blended Agents• Encourage Self-Service or Agent involvement• Cost Center or Strategic Asset• Single Location or Distributed• Cloud or On Premises Software (or Hybrid)
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View Resultswww.avtex.com/engage
How we think about CRM
• Database to house all important information you have about your customer and their automated or assisted interactions with your company
• Must be agile and easy to both put data into and retrieve data from programmatically and by direct user input on whatever device they are on now
• Enrichment platform to both serve up customer data to systems and/or agents and create unified agent desktop with mashups to simplify agent experience
How we utilize Contact Center Platform
• Engine to connect customer with THE best person in my company to assist them
• Must know and use people’s skills, availability, and schedule in all its rules
• Must be able to easily accommodate any media type (inbound or outbound)
• Must have tools to help me plan schedules and peak demand, manage and coach agents, and flex with changing business processes
Why Focus on Customer Experience?The realities of customer experience…
Why Focus on Customer Experience?It turns into profits…
The Optimized Customer Experience
It’s about cross channel
It’s not about multi channel
PortalsVideoSocial Next
?. . . Interactive
VoiceResponse
IVR
Our core philosophy
• Plan for the data you need and capture it• Get data about every interaction into CRM as
quickly as possible• Enrich that interaction with relevant customer
info• Load the enriched interaction into Contact
Center platform for sophisticated routing• Pop all appropriate information/systems to
agent who handles the interaction
DEMO
Dynamics CRM in Customer Care Today
Highly Extensible Platform &
Cloud Choice
Leading Workflow &
Process Capabilities
Flexible Case Management
Blended Sales,
Service, Marketing
Deep Outlook Integration
Yammer, Lync & Skype
Integrations
Strength in Contact Center
Social Analytics
Industry Templates
Low Cost of Ownership & Rapid Time to
Deploy
Microsoft Dynamics CRM 2013 makes business personal
Simple and immersive interface helps you get things done
Intuitive design
Contextual data helps you glean insights so you can be effective
Actionable intelligence
Anywhere access to the people and resources you need for success
Pervasivelyconnected
• New navigation optimized for analysis, search and engagement
• Everything you need at your fingertips – no app flipping, no pop-ups
• Business processes make it easy to identify where you are and what you need to do next
Intuitive design
Actionable intelligence
• Powerful dashboards with real-time visualizations give you insight at a glance
• Time-phased graphical analytics with PowerBI enable deep analysis so you can identify trends and opportunities
• Viewing rich geo-spatial data helps you optimize planning and resources
• In-context social tools connect you to the people and resources you need to be successful
• Get CRM on devices that you want to use, at no additional license fee, so you stay connected no matter where you are
Pervasively connected
MyAssist – About Us
• Personal assistance and concierge service for some of the world’s largest brands
• From 411 to 911 – We’re there for you and your customers
• Primary markets include:– Automotive– Financial Services– Travel– Insurance
MyAssist – Unique Challenges
• Provide a fully partner branded solution• Be instantly customer and location aware• Provide enough flexibility for agents to
process any type of request• Integrate partner specific tools and resources• Support multiple billing methods through
operational reporting
MyAssist – From Old to New
Old• Non-Dynamics cloud CRM and cloud based phone system
– Latency issues– Lacked customizability– Significant downtime
New• Premise based Dynamics and I3 integration
– Full customization– Minimal downtime
Customizing Our CRM
• Location– Embedded a mapping application– Search functionality– Relevant surroundings during request– PSAP warm transfer
Customizing Our CRM
• Profile– Valuable customer data– User preferences– Personalizes the experience– Gateway to predictive behaviors
DATA HIDDEN FOR PRIVACY
Customizing Our CRM
• Case Management– Documentation of services– Scheduled activities– Historic service records– Quality assurance
Moving Forward with Dynamics and I3
• Integration of SMS, Chat and Social• Workflows for common cases• Live location updates• Social profile integration
Q&A Session
Questions?
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