Empowering customers to create dynamic CRM systems for the Cloud.
F1 - CRM Protagonists, Users and Developers

CRM for Customer Service Professionals

Boost service effectiveness and customer satisfaction with Microsoft Dynamics CRM 2013.  Customer Service professionals have familiar functionality and an interface that let's them work in a personal, natural way.  Customer information, case management, service history and support knowledge are directly on the desktop.

Link to the Microsoft site for an online demonstration of optimising the customer experience with CRM 2013.

Microsoft Dynamics CRM 2013 is an intelligent solution that informs customer service professionals with guidance that is insightful and actionable, resulting in a connected, collaborative and integrated organisation.

Manage Accounts with Insight and Collaboration

  • Boost agent productivity with a familiar user interface that is natural and personal.

  • Create business connections across CRM activities and entities.

  • Build teams with users from multiple business units to own records and assigned roles.

  • Audit changes to business data with automatic notification.

  • Enable role-based access and permissions to accounts and data.

Enhance Customer Service with Insightful, Actionable Intelligence

  • Track and measure performance for organisations, business units, teams and individuals.

  • Use inline visualisations for ad-hoc drilldown into key performance indicators (KPI).

  • Stay current with dashboards of customisable real-time analytics.

  • Import and export Microsoft Office Excel spreadsheets in real time.

  • Use built-in reports or customise with Report Wizard.

Respond to Cases Quickly and Precisely

  • Respond to cases faster with access to complete case and customer data.

  • Use guided business processes and scripted dialogues to deliver fast and precise service.

  • Manage cases across individual and team queues that are user friendly and configurable.

  • Personalise data views, dashboards and navigation; pin favourites to workstation.

  • Flexibly manage cases across channels for customer convenience.

Simplify Contract Management

  • Simplify contract management to develop and revise customised customer contracts.

  • Use workflow to trigger activities to help agents consistently deliver the right level of service.

  • Gain actionable insight to help agents sell more service and support contracts.

  • Give agents real-time access to views of service eligibility for each customer.

Get the Right Information at the Right Time

  • Increase first contact resolution with the built-in knowledge repository.

  • Speed case handling by making it easy to find information with familiar tools.

  • Avoid duplicated efforts by using cross-channel knowledge.

  • Use familiar and graphical tools to track and monitor the flow of knowledge.

Integrate Mobile Express for Microsoft Dynamics CRM

  • Deliver notifications and alerts through mobile devices.

  • Manage and update service schedules and appointments.

  • Access and send CRM customer service data via any web-enabled device.

  • Drag and drop configuration and forms design for mobile devices.

Streamline Scheduling with All Resources Required to Perform a Service

  • Schedule services and resources to serve customers effectively.

  • Save time with familiar and easy scheduling tools.

  • Stay connected across teams with a centralised view of service calendars and resources.

  • Use familiar tools to set up and manage reoccurring appointments in CRM.

Establish Processes that Facilitate a Connected Organisation that is Collaborative and Integrated

  • Save time and money by allocating items to queues based on inquiry type or any custom entity.

  • Automatically assign activities to specific agents or teams; define role-based and security-based views.

  • Establish rules-based approvals and escalation to route cases to the right person.

  • Personalise workflow with point-and-click tools; use conditional branching and nesting.


White Paper: "Maximising Customer Retention: A Blueprint for Successful Call Centers" - DMG Consulting

White Paper: "CRM and Social Networking: Engaging the Social Customer" - Microsoft Dynamics

More information about Microsoft Dynamics CRM 2011 can be found via F1's CRM main page.