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CUSTOMER SERVICE Overview. Presenter Name Presenter Title Presenter Date. Better Customer Service Drives Company Value. - PowerPoint PPT Presentation
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CUSTOMER SERVICE
Overview
Presenter NamePresenter TitlePresenter Date
Better Customer Service Drives Company Value
“…companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.”
Harvard Business ReviewMarch 2007
Typical Business Challenges in Customer Service
• On-board and train new Customer Service Representatives (CSRs) quickly
• Increase CSR utilization and retain quality CSRs• Provide a consistent, effective experience across all
contact touchpoints• Convert cross-sell and up-sell opportunities into
revenue• Increase First Call Resolution and decrease Average
Handle Time
Industry Views
“The role of the contact center in the organization is shifting and growing. Contact centers are
increasingly strategic business units, and not just cost center
departments.”Michael Maoz, Vice President and
Distinguished Analyst, Gartner Inc.
“CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers
for their business.”New York Stock Exchange (NYSE)
2007 CEO Report
“If you’re looking to boost customer satisfaction, one of the most promising places to start is customer service. …increased satisfaction has a positive impact on consumer spending, cash flow, and business performance.”
Harvard Business Review, 2007
Transform Customer Service into a Strategic Asset
Change the Game in Customer Service
Empower all employees to be part of Customer
Service
Achieve a true 360° View of the customer
SOLUTION
Microsoft Dynamics CRM Customer Service Solution
Service Capabilities
Full feature set
Service Workflow
Designed for
Users
Managers
Executives
Complete set of features that empower customer service representatives to better manage interactions.
Microsoft Advantage• Familiar user experience via
Microsoft Outlook, agent desktop or web client
• Powerful productivity features like Auto Complete and Smart Search
• Import and de-duplication of records is seamless and easy to perform
• Fundamental technical agility to support core service interactions
Account and Contact Management Components• Acct, Contact
& Case History• Contact Management
Account and Contact Management
• Discovery & Search• Data Import & Quality• Complex Relationships
Interaction and Knowledge Management
Complete interaction management capabilities including Knowledge Management and Service Level Agreements.
Microsoft Advantage• Customizable agent desktop
surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI
• Fully integrated Knowledge Base including authoring and publishing capabilities.
• Robust email support including auto-response and auto promotion of emails to cases.
Interaction and Knowledge Management Components• Flexible Interaction Framework• Contextual User Experience • Knowledge Base
• KB Article Authoring, Review and Publishing
• SLA and Support Contracts
Case Management and Scheduling
Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service.
Microsoft Advantage• Easy-to-use case
management functionality including creation, editing, dispatch, tracking and resolution.
• Optimize usage of field personnel, fleet, tools, parts and resources
Case Management and Scheduling Components• Multi-channel Incident Mngmt.• Communications & Activities
Management• Routing & Escalation
• Services & Resources Management
• Global Scheduling & Optimization
Real-Time Insight, Reporting and Analytics
Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards.
Microsoft Advantage• Predictive behavior analytics,
like cross-sell/upsell, and historical analytics
• Critical service reports are provided standard with fully customized reports available easily to any user
• Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.
Real-Time Insight, Reporting and Analytics Components• Customer Analytics • Standard Service
Reports
• Custom Reports • OLAP & Data Mining• Dashboards & Scorecards
Proactive Sales and Support
Transform the contact center from purely reactionary service into a proactive, strategic arm of the business.
Microsoft Advantage• Seamlessly integrated,
holistic service processes that drive positive behavior
• Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.
Proactive Sales and Support Components• Account & Contact Analysis• Upsell & Cross-sell Evaluation• Product Recommendation
• Proactive Communications
• Service Campaigns
Customer Service Scenarios
Follow-the-SunGlobal
Support
World-Class Contact Center
Closed-LoopService
Processes
Quick Service Campaigns
Total Quality Management
Enable management of cases to be handed offacross teams in multiple time zones
Deploy world-class contact centers that support multiple shifts and remote agents
Use workflow to drive consistency and real-timevisibility into every stage of service processes
Manage product support issues simply and easilyfrom contact to resolution
Allow all service metrics to be easily tracked andanalyzed to drive process improvement
Powered By Microsoft
Core Enabling Capabilities
Business Agility
Robust Workflow
Reporting & Analytics
• Multi-Tenancy• Multi-Language User Interface• Multi-Currency
• Comprehensive customization capabilities• Composite applications
• Inherent flexibility to map to business processes• Geared for design by anyone in the organization
• Generate all levels of reports from standard, “canned” reports to sophisticated, custom reports
• Spot trends or predict behavior with OLAP and data mining
Microsoft Dynamics CRM in the Contact Center
Phone
Wireless
Web Self-ServiceEmailChat
BranchesRetail Stores & Dealers
Government Offices
Interaction Channels
PBX/ACD
IVR
PSTN VPNand
Internet
CTI
Legacy AppsERP LOB Apps
AgentsSupervisors
ManagersExecutives
Reporting & Analytics
CC Apps
360° ViewComposite UI
BENEFITS
Key Benefits of Microsoft Dynamics CRM
Achieve 360 ° visibility across the entire organization into service history, current cases, contracts and much more
Organizational Customer Service
Drive collaboration and improve agent productivity, lower training costs and reduce churn.
HigherProductivity
Improved Up-sell and Cross-sell
Optimize upsell and cross-sell campaigns to drive better revenue and higher uptake rates.
Greater Service Efficiency
Improve first-call resolution and handling times to yield higher customer satisfaction and loyalty.
Key Benefits for Business
• Reach customer satisfaction goals• Drive new revenue opportunities• Reliably manage service costs
• Achieve KPIs for service• Increase agent retention• Reduce agent training costs and on-boarding time
• Improve personal productivity• Eliminate frustration in assisting customers• Reduce errors and call closing time
VP of Customer Service
ContactCenterManager
Agents and Supervisors
Key Benefits for IT
• Achieve rapid time to value• Realize low total cost of ownership (TCO)• Leverage consistent IT architecture & standards
• Adapt to meet business user requirements• Easily integrate existing applications and data• Design for extensibility
• Design and track key KPIs• Design and run cross-team workflow•Manage work loads for representatives
Chief Information Officer
IT Project Team
BusinessAnalyst
EVIDENCE
Mid-size CompaniesSmall Businesses Large Enterprises
Global Customer Success in Customer Service
Customers in Action
High TechnologyMulti-thousand users
• Replacement of legacy Clarify application in commercial software support organization.
• CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide follow-the-sun global support.
Manufacturing 75+ users
• Polaris uses CRM to provide support to both dealers and enthusiasts (users of product).
• From a Sharepoint interface, users access multiple applications including CRM, SAP, and parts/product databases.
Integrated Healthcare1,200 users
• Maccabi serves 1.7M members in Israel.
• CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center.
• CRM system surfaces critical information from SAP and an AS400.
Maccabi Microsoft Polaris
Customer Perspective
“Microsoft Dynamics CRM helps us pinpoint why people have to make phone calls and helps us systematically reduce the time spent on non-value-added activities like unnecessary calls.”
David PeetGeneral Manager,
Crossmark
“With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly—all because the system brings them the information that they need in an easy-to-use, point-click fashion.”
Jeff BeelmanContact Center Lead,
Wellmark Blue Cross Blue Shield
Customer Return On Investment
• Substantially cut call handling time by four minutes per call
• Reduced training time for new employees from eight to six weeks
• Handling 15% more calls per year, without additional staff• Saves 6,000 hours a year on case management
• 50% reduction in call volumes• Increased first call resolution rates, leading to improved
customer satisfaction
• Improved work productivity for over 50% of staff• Lowered call volume through proactive identification of
service issues
Partnering for Success
Interaction Channel Infrastructure
Contact Center Applications
DISCUSSION
APPENDIX
Source: Gartner Magic Quadrant forCRM Customer Service Contact Centers, 2007 [emphasis added]
Microsoft Dynamics CRM has emerged as a
leader in the customer service and contact
center space, driven by its ease of use for
service personnel and by the flexibility of the
underlying SOA platform.
Momentum with Analysts: Gartner
Source: Forrester Research
Momentum with Analysts: Forrester
“Microsoft Dynamics CRM has based its
user interface on the popular Microsoft
Outlook email program, meaning a shorter learning curve and more
intuitive navigation…
Microsoft Dynamics CRM’s time to
value is typically days or weeks.”
Customer Service & Support
Core components of a CSS application include:• Account and Contact Management• Case and Interaction Management• Knowledge Base Management• Product and Contract Management• Service Scheduling• Workflow across Teams and Groups• Service Reporting and Analytics
Commonly integrated components include:• Voice Infrastructure (ACD, CTI, IVR)• Workforce and Quality Management• Agent Scripting
Operational
Analytical
Collaborative
World-Class Contact Center Platform
• Customer Need : Transform your contact center from a traditional cost center into a strategic asset– Improve the multi-channel customer experience– Drive customer retention and loyalty– 5% increase in customer retention = 25-100% to the bottom line
• Key Capabilities in Microsoft Dynamics CRM 4.0– Multi-tenant architecture with advanced data privacy– Full multi-language and multi-currency support– Network optimization for WANs and remote agents– High performance & scalability from server clustering– Improved email handling in Exchange and with POP3/SMTP
Quick Sales & Service Campaigns
• Customer Need: Deliver an outbound contact capability to drive proactive service outreach– Quickly drive communications for time sensitive issues– Avoid routine calls by rapid notification of product or service issues– Launch outbound surveys to collect key market information.
• Key Capabilities in Microsoft Dynamics CRM 4.0– Automated Quick Campaign module– Bulk close of campaign activities to clear many tasks at once– Auto-send of campaign emails– Intelligent data migration for campaign targeting
Drive Agent Productivity Improvement
• Customer Need: Deploy familiar and flexible technology to get more for your customer service personnel– Reduce agent click counts and input errors– Manage more customers and deliver better service
with same or less headcount
• Key Capabilities in Microsoft Dynamics CRM 4.0– SmartNav navigation streamlines the agent user interface– Auto-resolution of cases– Individual and group workflow to improve productivity– Real-time duplication detection and conflict resolution
Real-Time “Expert” and “Managers” on Call
• Customer Need: Increase first-call resolution (FCR) rates by reaching the right expertise in real-time– Poor first call resolution rates typically add 30% in additional costs
to contact center budgets– Use presence integration and workflow to connect
expert resources to issues in real-time
• Key Capabilities in Microsoft Dynamics CRM 4.0– Presence integration via Office Communications Server 2007– Intra-team and cross-team workflow via Windows Workflow
Improved Email Channel Management
• Customer Need: Effectively use the email channel to reduce service costs while maintaining satisfaction
– Deflect incident handling from telephone to email or web– Deliver consistent and differentiated service via web or email– Email channel is 44% cheaper than live agent conversations
• Key Capabilities in Microsoft Dynamics CRM 4.0– Easily promote emails into cases– Advanced email routing architecture– Intra-team and cross-team workflow for emails– Email sending, routing, and management enhancements