Microsoft Dynamics CRM is the application platform of choice for strategic business applications.
As well as providing a gateway for customer and internal interactions with your organisation, it extends to provide case management for every critcal business process. People can resolve issues quickly and reduce handling times with advanced service software. By automating processes, you can also reduce costs and help to ensure consistent service is delivered across all touchpoints.
Why Diagonal?
We apply our extensive experience of case and information management solutions to the design, development and implementation of Dynamics CRM. Integrating CRM with customers' line of business and enterprise content management systems, it extends to deliver value across the organisation, not just as a customer contact tool.
Customer interaction
- Boost agent productivity with the intuitive user interface
- Improve first-call resolution with access to customer histories.
- Automatically identify and delete duplicate records.
- Simplify adding, changing, and managing contact information.
- Model one-to-many, many-to-one, and complex relationships to provide great service.
- Gain actionable insights
Cases
- Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.
Use rules-based routing and escalation to speed first call resolution (FCR)
- Plan and complete case activities manually or automatically and record them for future reference
- Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts
Contracts
- Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings
- Gain insights to help sell more support contracts
- Create a contract repository to streamline case management
- Give agents a view of the current status and service eligibility for each customer
Knowledge Base
- Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository
- Share staff expertise and easily publish, store, and access the Knowledge Base information
- Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response
Scheduling
- Define services with related resources and work schedules to increase precision.
Save time with easy, visual scheduling
- Get a centralised view of service workers’ calendars and resources to optimize scheduling
- Save time and costs with increased visibility into how well current scheduling is fulfilling service goals
Workflows
- Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT
- Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent
- Provide consistent handling across geographic locations with support for multiple languages and currencies
Analytics
- Closely monitor customer service and support processes with dashboards and scorecards.
Identify and address issues and refine key performance indicators (KPIs)
- Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers
- Use built-in reports or create custom reports with a Report Wizard