Put powerful, customisable customer service functionality to work for your company. Microsoft DynamicsT CRM has a suite of features that help your team track requests, manage support issues from contact through resolution, and improve customer relations so that service becomes a strategic asset to your business.

Investing in your customers doesn't take a big financial commitment. Microsoft Dynamics CRM gives you an affordable, familiar way to boost customer satisfaction and loyalty-and make every relationship more profitable.

Customer Service Features of Microsoft Dynamics CRM

INTEGRATION

Choice of user experience
Manage your service relationships in Microsoft Outlook or in a completely customized user interface. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft Dynamics CRM database.

CUSTOMER SERVICE MANAGEMENT

Case management
Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.

Service requests
Automatically associate incoming support inquiries with the
appropriate case.

Queuing and routing
Dispatch cases to queues where they can be easily accessed by individuals and teams. In Microsoft Dynamics CRM, queues can be completely customized to match your company's service processes. In addition, cases can be automatically routed to the appropriate individual, supervisor, or expert to handle a particular service issue.

Searchable knowledge base
Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.

SUPPORT MANAGEMENT

Contract management
Create and maintain service contracts within Microsoft Dynamics CRM to manage Service Level Agreements (SLAs). Use the information to tune your processes or bill customers for support. Each time a support case is resolved, the relevant contract information is updated automatically.

E-mail management including auto-response e-mail
Maintain accurate account, contact, and service history with
automated tracking and response for customer e-mail messages.

Product catalog
A full-featured product catalog includes support for complex pricing
levels, units of measure, discounts, and pricing options.

Reports
Identify common support issues, track service processes, and
measure service performance. Build and use either completely custom reports or utilize standard template
reports for service.

Service appointment activities
Schedule detailed service activity appointments for your service professionals that automatically synchronise to your Microsoft Outlook calendar.

Services, facilities, and equipment
Model your entire service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organisation.