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Parature, from Microsoft What does this mean for you?
Parature, from Microsoft
What does this mean for you?
Chuck HarrisSenior [email protected]: 905-946-3840Mobile: 416-318-5191Tel: 905 946 1066Fax: 905 946 9524
Introductions
Eamon O’TooleSenior [email protected]: 647-268-8039
Overview
ObjectiveThe objective of today’s session is to give you a general understanding of the new service and case management features of both Parature and CRM 2016.
Agenda• Introductions
• About Dynamics CRM 2016
• Update on CRM 2015
• Dynamics CRM 2016 New Features
• Key Takeaways
• Questions
Customer Service
62%Customers stopped doing business with a company due to one poor customer
service experience*Microsoft Global Customer Service Report
73%Customers will recommend you to
others if they are satisfied with the customer service
*SDL Global CX wakeup call report
ParatureService management solution
About ParatureParature is a stand alone, service management application that helps companies better manage service case requests from a number of communication mediums. Parature’s core features are:1. Account/Contact and Ticket management
2. SLA support
3. Knowledge base management
4. External online portal with support for ticket submission, tracking and online chat
Where it helpsCompanies that are looking for a better service and case management experience
Companies looking for an service portal solution
Companies that are looking for a cross channel support solution
Parature
Dynamics CRM 2016New Service Management Solutions
Interactive Service HubDynamics CRM 2016 launched the new Interactive Service Hub that added a number of out-of-the-box features such as vastly improved knowledge article management and cross channel case resolution. New features include:1. Service case management
2. Knowledge article management
3. Interactive dashboards
4. Full CRM integration
Interactive Service Hub
Two solutionsWhat does this mean for me?
Solution ReviewParature and core CRM have conflicting feature options
Microsoft is looking to increase the features available in core CRM
Parature integrates with CRM, but it requires additional work
Adxstudio offers a portal solution for Core CRM
Solution comparisonParature CRM 2016
Knowledge management Yes Yes
External portal solution Yes Requires solution –such as Adxstudio
Multi-language support Yes Yes
Multimedia support Yes Yes
Automatic case escalation Yes Yes
License subscription Separate fee or Enterprise license
Professional License
Integrated chat Yes No
Article version control No Yes
Customizable Limited Yes
CRM Integration Limited It is CRM
What does this mean for me?Parature is an option if you:• Do not have CRM or unable to upgrade to CRM
2016 • Do not have a portal solution and require chat• Willing to pay additional license fees
What does this mean for me?Dynamics CRM 2016 is an option if you:• Are on CRM 2016 or able to be• Have Adxstudio or equivalent• Looking to leverage existing investment• Want to keep everything within CRM• Require customizations
Employee Self ServiceNew Internal Knowledge Management
What is it?Employee self service is a new solution leveraging O365 integrations to make managing, accessing and utilizing internal knowledge easier.
Employee self service
44%Can’t find the answers they seek
61%Regularly search four or more systems
40%Say productivity could increase with
knowledge management
Key Takeaways• Parature was acquired and is a good standalone
service case management solution• Dynamics CRM 2016 launched a number of features
that compete directly with the offerings of Parature• Microsoft is looking to increase its CRM investment
and make more features available out-of-the-box• The Adxstudio acquisition means a Microsoft
supported portal solution
Questions?Call 905-318-5191 or email [email protected]
