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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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

The Mobile Connection

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?