CUSTOMER SERVICE Overview
Better Customer Service Drives Company Value companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile. Harvard Business Review March 2007
Typical Business Challenges in Customer Service On board and train new Customer Service Representatives (CSRs) quickly Increase CSR utilization and retain quality CSRs Provide a consistent, effective experience across all contact touchpoints Convert cross sell and up sell opportunities into revenue Increase First Call Resolution and decrease Average Handle Time
Industry Views The role of the contact center in the organization is shifting and growing. Contact centers are increasingly strategic business units, and not just cost center departments. Michael Maoz, Vice President and Distinguished Analyst, Gartner Inc. CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers for their business. New York Stock Exchange (NYSE) 2007 CEO Report If you re looking to boost customer satisfaction, one of the most promising places to start is customer service. increased satisfaction has a positive impact on consumer spending, cash flow, and business performance. Harvard Business Review, 2007
Change the Game in Customer Service Transform Customer Service into a Strategic Asset Empower all employees to be part of Customer Service Achieve a true 360 View of the customer
SOLUTION
Microsoft Dynamics CRM Customer Service Solution Service Capabilities Full feature set Service Workflow Designed for Users Managers Executives
Account and Contact Management Complete set of features that empower customer service representatives to better manage interactions. Account and Contact Management Components Acct, Contact Discovery & Search & Case History Data Import & Quality Contact Management Complex Relationships Microsoft Advantage Familiar user experience via Microsoft Outlook, agent desktop or web client Powerful productivity features like Auto Complete and Smart Search Import and de duplication of records is seamless and easy to perform Fundamental technical agility to support core service interactions
Interaction and Knowledge Management Complete interaction management capabilities including Knowledge Management and Service Level Agreements. Interaction and Knowledge Management Components Flexible Interaction Framework KB Article Authoring, Contextual User Experience Review and Publishing Knowledge Base SLA and Support Contracts Microsoft Advantage Customizable agent desktop surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI Fully integrated Knowledge Base including authoring and publishing capabilities. Robust email support including auto response and auto promotion of emails to cases.
Case Management and Scheduling Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service. Case Management and Scheduling Components Multi channel Incident Mngmt. Services & Resources Communications & Activities Management Management Global Scheduling & Routing & Escalation Optimization Microsoft Advantage Easy to use case management functionality including creation, editing, dispatch, tracking and resolution. Optimize usage of field personnel, fleet, tools, parts and resources
Real Time Insight, Reporting and Analytics Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards. Real Time Insight, Reporting and Analytics Components Customer Analytics Custom Reports Standard Service OLAP & Data Mining Reports Dashboards & Scorecards Microsoft Advantage Predictive behavior analytics, like cross sell/upsell, and historical analytics Critical service reports are provided standard with fully customized reports available easily to any user Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.
Proactive Sales and Support Transform the contact center from purely reactionary service into a proactive, strategic arm of the business. Proactive Sales and Support Components Account & Contact Analysis Proactive Upsell & Cross sell Evaluation Communications Product Recommendation Service Campaigns Microsoft Advantage Seamlessly integrated, holistic service processes that drive positive behavior Easy to Enable Presence and click to dial functionality through integration to Microsoft Office Communications Server 2007.
Customer Service Scenarios Followthe Sun Global Support World Class Contact Center Closed Loop Service Processes Quick Service Campaigns Total Quality Management Enable management of cases to be handed off across teams in multiple time zones Deploy worldclass contact centers that support multiple shifts and remote agents Use workflow to drive consistency and real time visibility into every stage of service processes Manage product support issues simply and easily from contact to resolution Allow all service metrics to be easily tracked and analyzed to drive process improvement
Powered By Microsoft Core Enabling Capabilities Multi Tenancy Multi Language User Interface Multi Currency Business Agility Comprehensive customization capabilities Composite applications Robust Workflow Inherent flexibility to map to business processes Geared for design by anyone in the organization Reporting & Analytics Generate all levels of reports from standard, canned reports to sophisticated, custom reports Spot trends or predict behavior with OLAP and data mining
Microsoft Dynamics CRM in the Contact Center Interaction Channels 360 View Composite UI Reporting & Analytics Phone CC Apps Wireless Agents Supervisors Managers Executives Web Self-Service Email Chat PSTN VPN and Internet CTI PBX/ACD Branches Retail Stores & Dealers Government Offices IVR ERP LOB Apps Legacy Apps
BENEFITS
Key Benefits of Microsoft Dynamics CRM Organizational Customer Service Higher Productivity Greater Service Efficiency Improved Up sell and Cross sell Achieve 360 visibility across the entire Drive collaboration and improve agent Improve first call resolution and handling times to Optimize upsell and cross sell campaigns to drive organization into service history, current cases, productivity, lower training costs and reduce yield higher customer satisfaction and better revenue and higher uptake rates. contracts and churn. loyalty. much more
Key Benefits for Business VP of Customer Service Reach customer satisfaction goals Drive new revenue opportunities Reliably manage service costs Achieve KPIs for service Increase agent retention Reduce agent training costs and on boarding time Contact Center Manager Agents and Supervisors Improve personal productivity Eliminate frustration in assisting customers Reduce errors and call closing time
Key Benefits for IT Chief Information Officer Achieve rapid time to value Realize low total cost of ownership (TCO) Leverage consistent IT architecture & standards Adapt to meet business user requirements Easily integrate existing applications and data Design for extensibility IT Project Team Business Analyst Design and track key KPIs Design and run cross team workflow Manage work loads for representatives
EVIDENCE
Global Customer Success in Customer Service Small Businesses Mid size Companies Large Enterprises
Customers in Action Maccabi Microsoft Polaris Integrated Healthcare 1,200 users High Technology Multi thousand users Manufacturing 75+ users Maccabi serves 1.7M members in Israel. Microsoft Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center. Microsoft Dynamics CRM system surfaces critical information from SAP and an AS400. Replacement of legacy Clarify application in commercial software support organization. Microsoft Dynamics CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide followthe sun global support. Polaris uses Microsoft Dynamics CRM to provide support to both dealers and enthusiasts (users of product). From a SharePoint interface, users access multiple applications including Microsoft Dynamics CRM, SAP, and parts/product databases.
Customer Perspective With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly all because the system brings them the information that they need in an easy to use, point click fashion. Jeff Beelman Contact Center Lead, Wellmark Blue Cross Blue Shield Microsoft Dynamics CRM helps us pinpoint why people have to make phone calls and helps us systematically reduce the time spent on non value added activities like unnecessary calls. David Peet General Manager, Crossmark
Customer Return On Investment Substantially cut call handling time by four minutes per call Reduced training time for new employees from eight to six weeks Handling 15% more calls per year, without additional staff Saves 6,000 hours a year on case management 50% reduction in call volumes Increased first call resolution rates, leading to improved customer satisfaction Improved work productivity for over 50% of staff Lowered call volume through proactive identification of service issues
Partnering for Success Interaction Channel Infrastructure Contact Center Applications
DISCUSSION
APPENDIX
Momentum with Analysts: Gartner Microsoft Dynamics CRM has emerged as a leader in the customer service and contact center space, driven by its ease of use for service personnel and by the flexibility of the underlying SOA platform. Source: Gartner Magic Quadrant for CRM Customer Service Contact Centers, 2007 [emphasis added]
Momentum with Analysts: Forrester Microsoft Dynamics CRM has based its user interface on the popular Microsoft Outlook email program, meaning a shorter learning curve and more intuitive navigation Microsoft Dynamics CRM s time to value is typically days or weeks. Source: Forrester Research
Customer Service & Support Core components of a CSS application include: Account and Contact Management Case and Interaction Management Knowledge Base Management Product and Contract Management Service Scheduling Workflow across Teams and Groups Service Reporting and Analytics Commonly integrated components include: Voice Infrastructure (ACD, CTI, IVR) Workforce and Quality Management Agent Scripting
World Class Contact Center Platform Customer Need : Transform your contact center from a traditional cost center into a strategic asset Improve the multi channel customer experience Drive customer retention and loyalty 5% increase in customer retention = 25 100% to the bottom line Key Capabilities in Microsoft Dynamics CRM Multi tenant architecture with advanced data privacy Full multi language and multi currency support Network optimization for WANs and remote agents High performance & scalability from server clustering Improved email handling in Exchange and with POP3/SMTP
Quick Sales & Service Campaigns Customer Need: Deliver an outbound contact capability to drive proactive service outreach Quickly drive communications for time sensitive issues Avoid routine calls by rapid notification of product or service issues Launch outbound surveys to collect key market information. Key Capabilities in Microsoft Dynamics CRM Automated Quick Campaign module Bulk close of campaign activities to clear many tasks at once Auto send of campaign emails Intelligent data migration for campaign targeting
Drive Agent Productivity Improvement Customer Need: Deploy familiar and flexible technology to get more for your customer service personnel Reduce agent click counts and input errors Manage more customers and deliver better service with same or less headcount Key Capabilities in Microsoft Dynamics CRM Smart Navigation navigation streamlines the agent user interface Auto resolution of cases Individual and group workflow to improve productivity Real time duplication detection and conflict resolution
Real Time Expert and Managers on Call Customer Need: Increase first call resolution (FCR) rates by reaching the right expertise in real time Poor first call resolution rates typically add 30% in additional costs to contact center budgets Use presence integration and workflow to connect expert resources to issues in real time Key Capabilities in Microsoft Dynamics CRM Presence integration via Office Communications Server 2007 Intra team and cross team workflow via Windows Workflow
Improved Email Channel Management Customer Need: Effectively use the email channel to reduce service costs while maintaining satisfaction Deflect incident handling from telephone to email or web Deliver consistent and differentiated service via web or email Email channel is 44% cheaper than live agent conversations Key Capabilities in Microsoft Dynamics CRM Easily promote emails into cases Advanced email routing architecture Intra team and cross team workflow for emails Email sending, routing, and management enhancements