Software Listed

Microsoft Dynamics CRM for Customer Service Management

Need your customer service team to be more pro-active and efficient? Then why think twice before utilizing Microsoft Dynamics CRM for Customer Service.

How is Microsoft Dynamics CRM useful for your Customer Service team?

Application hosting of Customer Relationship Management software such as Microsoft Dynamics can helps your customer service team create, update and resolve cases with confidence and professionalism.

Enhance productivity by accessing to customer data through a single application.
Improve first-call resolution by delivering quick and precise service with an at-a-glance view of customer information.
Manage cases across multiple channels, including phone, email, and in-person.
Keep track of your priorities by labeling cases by level of importance.
Get instant and real-time information on the number of issues being resolved.
Know how many and which representatives are involved with specific issues.
Get a centralized view of your team’s calendars for easy scheduling with Microsoft CRM.
Keep track of your team’s performances by identifying who’s asking for support and how long it takes to respond to them.
Standardize support activities with automated routing, queuing, and escalation.
Automatically assign cases to specific agents.
Improve team collaboration by synchronizing Dynamics CRM with Outlook.
Monitor processes with dashboards and scorecards.
Use historical and predictive analytics to raise customer satisfaction.
Track and measure service performance.
Access, send, and share data via any web-enabled device.
Optimize communication between field service and office staff.
Deliver schedules, appointment notifications, and alerts through mobile devices.

All in all, Microsoft CRM software is the tool that will help you increase your Customer Service Efficiency neatly and quickly!

It is widely known that an effective customer relationship management system builds ultimately leads to higher levels of customer retention and more profit in the long run. There are key elements necessary for a customer relationship management, or CRM, as it is widely known, to work. For example, the CRM system must be carefully planned with processes designed to improve sales, service, accounting, follow-up, and every other facet of the business that touches the customer. It must be accepted and embraced by every member of the organization, from the Chief Executive Officer to the receptionist, and it must be a clear plan, easy to understand and easy to implement.

A key element in this plan is a software system that can store data for each customer, making information easy to reach and use by all departments of the company. Stored information about needs, financials, and conversations that have taken place, can lead to improved cross sale numbers and heightened client satisfaction. However, a powerful software package that can store massive amounts of information in an easy-to-access format is expensive, and costs annual licensing fees on top of the initial cost of purchasing it, learning to use it, and training employees. In addition, most proprietary packages come prefabricated and do not always fit exactly what a given business needs.

An open source CRM system is free of licensing fees; it is developed and supported by volunteer IT professionals, and because it is an open source system, the codes are all made available so that you can change and improve areas to fit your specific business and needs. Before choosing and designing your company’s open office CRM, you can meet with your employees, including your sales staff, customer service team, billing and payroll department, and your administrators. Get input about what they feel would be beneficial to have available in a CRM system, and use that input to create a product that is very user-specific and is designed with your business and the needs of your particular customers in mind.

Once you have met, discussed, planned, and implemented your ideas to create a software program that will allow all of your company’s departments to share information about your clients, be sure to give an ample amount of time to training. If employees are uncomfortable with the software, they will not use it correctly, and your open source CRM will not be helpful in building and retaining your business. If the software is developed and used correctly, your customers will be able to receive consistent service from all areas of your business because everyone will have access to the customer’s complete file.

It is always a little daunting to use a free, or open source, product, because of the potential lack of support for the product. Every customer needs to know there is a help desk to contact when necessary, and that there are updates being provided as they arise. However, a quality product will be developed and supported by developers and professionals who know and believe in their product, and support will be offered as readily as with a licensed system.

Commence CRM On-Demand is delivered over the Internet at a fixed

monthly fee per user and requires no upfront IT infrastructure

cost.Commence offers lean industrial companies complete “Freedom Of

Choice” to select the solutions and platform that best meets the business requirements of manufacturers and distributors. The comprehensive CRM Industrial application suite is available for use on

premise or on-demand as a hosted service. Industrial leaders often

build departmental lean CRM solutions with the award winning Commence Lean Industrial CRM Framework. These choices are why so many industrial companies choose Commence as the solution for managing customer relationships. All Commence Industrial solutions support mobile or wireless connectivity and integration to back-office accounting and ERP systems.

Commence CRM On-Demand is a web-based CRM solution that enables

businesses to manage customer relationships in an organized and

efficient manner. An intuitive set of ready to use applications

automates the customer facing aspects of manufacturing businesses that directly impacts sales execution and customer service. Commence On-Demand is customizable and offers extensive reporting and graphical analysis.

Solutions are available for the following:

Contact Management

Sales Force Automation

Marketing and Campaign Management

Customer Service/Support

Project Management Accounting