Microsoft Dynamics CRM for Customer Service
Assess the situation. Resolve the issue. Optimize for effective and consistent customer service.
Deliver customer information, case management, service history, and support knowledge directly to the desktops of customer service representatives and supervisors.
Our consultants offer a unique experience while configuring these solutions for you, pulling from our deep resources and other lines of business, we are your total business advisor when recommending business process improvements.
With Microsoft Dynamics CRM as the tool, our consultants can design a customer service management system to:
- Deliver appropriate resolutions with an at-a-glance view of each customer’s history and service contracts
- Use rules-based workflow routing and escalation to speed first-call resolution
Build a solutions repository "Knowledge Base" for quick resolution of common issues - Share staff expertise with a Knowledge Base which easily publishes and stores the information
- Streamline scheduling in Service Calendar with define services among their related resources and work schedules
Get a centralized view of service workers’ calendars and resources to optimize scheduling- Provide consistent handling across geographic locations with support for multiple languages and currencies
- Create individual, workgroup, or departmental workflows from a simple wizard and relieve IT resources
- Automatically assign activities to specific agents and use rules-based escalation to redirect issues to the right agent
Use dashboards and scorecards for close monitoring of customer service and support processes - Easily identify and address issues using graphical interface and refine key performance indicators (KPIs) as needed
- Manage services, facilities, and equipment
- Manage service appointments and resource allocation across your service sites and locations
Success Stories
Learn how large private equity group uses Microsoft Dynamics CRM for customer service function for help desk ticketing and mail room management.
Read the full story on the largest county in New Jersey's use for Microsoft Dynamics CRM in its IT Department to track support calls and manage projects.
Fact Sheet
Microsoft Dynamics CRM for Customer Service Management
RSM McGladrey offers Customer Service Management solutions for Microsoft Dynamics™ CRM. RSM McGladrey serves organizations in New York, Connecticut, Pennsylvania, New Jersey, Delaware, Maryland, Virginia, and Metro DC.
For more information on Microsoft Dynamics CRM for Customer Service Management, call Tammy Zeoli at 856-722-6228