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www.eSavvy.com.au eSMasterClass Webinar Top 5+1 Tips of How to Use CRM to Impress Your Customers with Fast and Efficient Service Marcus Elias Solution Architect, eSavvy
2. Agenda Introduction: Overview of different types of Service Organisations Core Modules of CRM Service Management Case Management Queue Management Knowledge Base Management Reports and Dashboards Additional Resources Upcoming Webinars Questions 3. Introduction : Types of Service Organisations Call centres/helpdesk type of organisations that have CSRs working onmultiple cases/incidents Service oriented organisations that carry out product installations, annualmaintenance jobs etc. Government (or govt. agencies) that deal with Citizens and their issues Internal service desk for your own organisation/staff Objective - provide best possible service to your customers 4. Service Management at a glanceService Module in MS Dynamics CRM Customer CaseContract ServiceManagement ManagementManagement Scheduling Workflows/Knowledge Reporting and Queues SLABase Dashboards management 5. Tip #1Streamline Case creation, tracking &escalation 6. Cases When a customer contacts your organization, a Customer Service Representative(CSR) creates a case and enters information about the customer and the customersissue. If the person who opens the case is not the one to resolve it, the case can beassigned to a queue or to another CSR. By logging activities and time spent on a case, a manager can track performanceand productivity. A resolved case can be reopened so that additional activities and time can be loggedagainst it, if necessary. 7. Creating a Case 8. Managing a Case 9. Tip #2Respond to your customer inquiries fasterand in an effective way 10. Queuing and Routing Services You can create queues to sort incoming cases according to subject-matterexpertise, product teams, or other business designations to ensure that a CSR withthe right experience gets each case. You can also assign cases directly to specificCSRs After creating queues, create rules to manage the routing of cases to theappropriate CSR queue or user or assign them manually. Examples : High Priority Cases, Escalated Cases, Cases related to installationetc. 11. Queue Items 12. Sample workflowSLA management using workflow 13. Sample workflow(contd.)Compiling Emails within CRM Workflow 14. Sharing Information in the Knowledge Base Service reps can share information, including common issues and theapproved fixes, product sheets, and updates, in the form of searchablearticles stored in the knowledge base. Define keywords that help search articles better Service reps can e-mail the article directly to the customer and store itwith the case for review later. 15. Sharing Information in the Knowledge Base 16. Sharing Information in the Knowledge Base 17. Creating a Knowledge Base Article 18. Locating & Attaching KB ArticleStep 1Step 2 19. Tip #3 Measure & track the effectiveness of yourservice team with Dashboards and Reporting 20. Dashboards Dashboards are optimised for managed presentations of your mostimportant data Need to consider design and layout of a dashboard Can perform ad-hoc analysis with dashboards 21. Dashboards to Measure Service 22. Dashboards to Measure Service (cont) 23. Tip #4Effectively manage yourperformance of your service team 24. Managing Performance & Productivity- Define goal metric , for e.g. no. of cases resolved, average call time, firstcall resolutions etc.- Define Roll Up Query, which is essentially the condition that determineswhich records are to be considered/evaluated against this goal- Define Goals by specifying a target, the time frame, the goal metric and arollup query, for e.g. no of cases resolved by my team this quarter.- Take proactive measures based on information available. 25. Goals Chart 26. Tip #5Resolve cases in a timely and accurate manner 27. Viewing History of a Case 28. Resolving a Case 29. Additional functionalities Centralized Document Management: Manage cases, servicecontracts, FAQs, and more with embedded Microsoft SharePointdocument management capabilities. Guided Service Processes: Streamline case resolution andescalations with guided dialogs, automated processes, andconditional formatting rules. 30. Summary of main benefits Automate common tasks using CRM Workflows and allow your servicereps to time efficiently on solving customer issues Attain a higher number of first call resolutions Reduce service costs, improve service quality, increase productivity andincrease customer satisfaction Use reports and dashboards available to evaluate your serviceorganisation and be proactive 31. Learn more Resources Microsoft CRM team blog -http://blogs.msdn.com/b/crm/ Resource Centre 32. Next session, when & how to registerTop 5+1 Reasons Why Companies Use Microsoft Dynamics CRM Register athttp://www.esavvy.com.au/esavvydnn/Events.aspx 33. THANK YOU You can reach me [email protected] for any further questionswww.eSavvy.com.au
