Reduce costs. Sell more. Make your customers happier.

Reduce costs. Sell more. Make your customers happier.

Reduce costs. Sell more. Make your customers happier.

Consistently great customer service is getting harder to achieve. Social media has enlarged a customer’s voice – good when companies are being praised, but damaging when they are being criticised. Since 2009, there has been a 12% decline in first call resolution. More complex questions means higher costs.

But the pressure isn’t just on contact centres. Cost cutting has meant field service agents need to see more customers per day. Project teams need to shorten the project length – with less and less personnel.

What’s needed is an intelligent, comprehensive solution. One that can increase efficiencies in the whole service division. It needs to be flexible enough to allow customers to find answers themselves, receive assistance remotely, or arrange for service personnel to come on site. And it needs to manage the process from first engagement right through to completion.

Welcome to Microsoft Dynamics 365 for Customer Service.

It’s a comprehensive way of managing every service interaction. With its incorporation of machine learning, intelligent analytics, and the Internet of Things, it will enable you to stay ahead of the competition: saving money and increasing your up-sells and cross-sells. All the while, you can ensure your staff give a consistently great experience to every customer.

Have a look at what Dynamics 365 for Customer Service could do for your company:

1. Encourage Self-Service
84% of customers use web or mobile self-service to find answers – before making contact with a customer service centre. This trend is great for the customer and great for you.

 

Easily embed branded self-service portals into your website. Provide answers to frequently asked questions and allow customers to log their own service cases. If they go on to make contact with your service centre, your contact centre personnel will see all the information your customer has already logged in your portal.

Not only does this enable customers to engage with you in the way they prefer, it also reduces your costs. With more people finding their own answers and logging their own service cases, you’ll need less customer service personnel.

2. Simplify Assisted Service
Even with increasing use of self-service portals, some people will still need to speak to a contact center. Why not make this as straight forward as possible? Dynamics 365 for Customer Service does just that:

 

Track all customer interactions in one place. From any channel, on any device.  Use this information to capture service cases and then check the service entitlements a customer has, before proceeding.
Monitor the progress of each service case. See the stage of each case alongside every source of information they need across diverse environments. With each service personnel being able to access the entire customer record, you can ensure your staff provide a personalized and effective standard of service.
Ensure access to consistent, up-to-date information. Empower customers and employees to access a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels. Measuring the impact of this on service costs through rich analytics.
Learn from each customer interaction to continually improve: Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization. Dynamics CRM Service comes with fully customizable, interactive dashboards. This allows it to provide you with real-time views of key service metrics. You’ll be able to Identify trends and forecast outcomes, improving agent performance and identifying best practices.

 

3. Achieve more with Onsite Service
Whether you need to ensure your field agents increase the number of customers they see in a day or you need to ensure your larger projects deliver on time, to cost, and at a profit, then Microsoft Dynamics 365 is what you need. Do more, at less cost.
Field Service: Dynamics 365 for Field Service is Dynamics 365’s complete field service management business app. It’s incredible. Once you have it, you’ll wonder why you ever settled for anything else. Read all about it here.

Project Service: Working alongside project management software, Dynamics 365 for Project Service Automation can manage your project costings, ensuring that your projects complete on time and on budget, and at a profit.

So, whatever your service needs, let us see how we can help you. Contact our team now
 

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Deliver projects on time, on budget, at a profit

Deliver projects on time, on budget, at a profit

Ensuring projects deliver: On time. On budget. At a profit.

Ensure your sales team, project managers, resource managers, and project personnel coordinate for maximum profit and efficiency. Dynamics 365 for Project Service Automation works in conjunction with your current project management tools so that you can manage your entire project lifecycle: from sales, to resourcing, to delivery and billing. And because Project Service Automation is part of the Microsoft Dynamics 365 suite, you can easily connect it to all the other Dynamics 365 business apps. Project Service Automation has all the features you’d need to run a project from a finance and resource management:
  • Coordinated Opportunity Management – Track and manage upcoming project opportunities, so that sales teams and project managers can work together to land as many projects as possible, without overlapping resources.
  • Accurate Project Quotations – Quickly create comprehensive project quotes using standard or customized templates.
  • Automated Resource Planning – Use Azure Machine Learning to forecast demand and resource allocation. It will automatically match people with the right skills and experience to the projects that need them.
  • Team Collaboration – Combine Project Service with Office 365 and share project documents. You will be able to monitor the status on project deliverables and receive real-time updates by project members, simplifying risk management.
  • Simple Tracking of Budget and Costs – Each project worker keeps a record of hours and expenses in their mobile device, which is automatically collated by Project Service. See the whole project costs visualized in real-time.
  • Easy Reporting – See key project metrics in powerful overview dashboards, on your computer, or on-the-go. Quickly export these metrics into your project reports.
  • Hassle-Free Billing and Invoicing – See project costs in a simple overview that can quickly be converted into an invoice – either within Project Service or in conjunction with your current accounting system.
Want to see Project Service in action? Schedule a demo, and see the benefits it will give you.

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Delivering projects on time, on budget, at a profit.

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Professional Service Automation.
$1.5 trillion USD! In 2012 that was what the Professional Service industry was worth in just the US alone. It’s a huge industry that’s dependant on a company’s ability to sell people’s time. Auditors, lawyers, engineers, architects, management consultants, all do this.

 

This is very manageable if you are a few consultants, but when you run complex projects, with many professionals required at different stages, most firms opt for a fully integrated Professional Services Automation System. A system like this can be the difference between firms growing and firms staying still. Small efficiency gains can result in big profits.

The global research organisation, Service Performance Insight (SPI), backs this up. Data from their 2016 report: PS Maturity Benchmark, taken from 257 organisations (minimum of 100 employees, average employee size 1,315) showed that companies with a Professional Service Automation Solution achieved 26% more profits than those that didn’t. When this was combined with a CRM (Customer Relationship Management) Solution profits increased by 44% compared to those professional service organisations with neither.

We at The CRM Team love to help companies increase their profits. We sell a Professional Service Automation Solution built by Microsoft, called Project Service. It’s a complete system for project sales, resourcing, delivery and billing. We love it. See if it could help you increase your profitability by watching the two-minute overview video above.

You also might like to read our article looking at its features.

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