Forge long-lasting relationships through service excellence

Customer Service and Support Solutions

www.storm.ie

Customer Service and Support Solutions

Choose your packageDelivered from the cloud as part of Dynamics 365, we tailor Microsoft’s market-leading software to different business needs with three different packages. The point of entry will depend on your level of maturity around Customer Service and Support.

Because Dynamics 365 is built to scale with your business, many clients have invested in the Storm solutions sequentially, starting at entry level then adding features and functionality with the other packages as their expertise and capabilities grow.

StormStarter CSS StormAdvanced CSS

Key features of StormStarter CSS Key features of StormAdvanced CSS*

Environment Setup

Account Management

Basic SLA Management

Email Management

Mobile Access

Knowledge Base

Contacts Management

Case Management

Queue Management

Basic Reporting

Security

Training

Contracts & Entitlements

Process Automation

Dashboard Configuration

Business Process flows

Duplicate detection configuration

Advanced SLA Management

Advanced Reporting

View Configuration

Form Customizations

Word/Excel Templates

Who will benefit?If your support services are dependent on a few key people in customer-facing roles, or if there is inconsistency in approach across different customer touchpoints, you will quickly see the benefits of StormStarter CSS. Think of it as a stepping-stone product, steering a critical part of your business in the right direction.

With service silos, you risk delays in dealing with issues and the possibility of losing a customer who could have been retained. By standardising processes and utilising best practice, you will give customers a consistent and positive experience that inspires loyalty. You will eliminate the time and money wasted on managing inefficient processes and start the move towards optimised CSS solutions.

Who will benefit?If you are failing to meet customer retention or satisfaction targets or if your reporting capability suffers from out-of-date information, it’s a sure sign of systemic problems that raise the risk of customer dissatisfaction and churn. You need to change and become proactive rather than reactive.

With more advanced reporting, the CSS function becomes measurable and KPIs can be introduced to ensure continuous improvement. An organisation’s ability to provide an excellent customer experience is now an essential component of running a successful business, one you can only achieve with measurement and benchmarking.

Take the first step towards joined-up customer service by standardising and automating processes, and making customer engagement more transparent. Early wins will see you drive productivity in your service team and close cases more quickly. None of this will be lost on customers; satisfaction ratings will start to soar.

With more advanced reporting you can use customer insights to personalise support services and ensure resources are focussed on the highest value customers. New product and service launches can be coordinated and aligned with social media and other communication activity to keep customer conversations going. More automation will improve productivity and resolve customer issues more quickly.

*Includes all features and functionality of StormStarter CSS

Additional features

Add-ons

Storm Technology has the expertise and capabilities to integrate our CSS packages with a wide range of services and solutions, including:

Skype for Business

LinkedIn Sales Navigator

Outlook Integration

OneNote Integration

SharePoint Integration

Power BI integration

Voice of the Customer Surveys

Social Engagement

A range of add-ons are available from Storm to supplement particular business requirements.

Data Cleansing

Data Migration

Data Integration

Personalised Training Pack

Success Manager Pack

Field Service Configuration

Fantasy Sales Configuration

Project Service Configuration

Storm Product Catalogue Items

Custom XRM Solutions

CASE STUDY - TOPAZ

www.storm.ie www.storm.ie

Every business knows that long-term customers are among their most valuable assets – less expensive than acquiring new ones and guaranteeing repeat revenue. By keeping them close and meeting their needs more effectively with Customer Service and Support (CSS) solutions from Storm Technology, you can put customers at the centre of your business and achieve competitive advantage in your sector.

Our CSS portfolio uses cloud components from Microsoft Dynamics 365 to provide an integrated service environment that will give your customers the experience they expect. With a 360-degree view of customers and seamless integration across different parts of the business, you’ll have all the insights you need to resolve issues more quickly, avert churn, and advance cross-sell and upsell opportunities.

Forge long-lasting relationships through service excellence

• Stay close to customers with a 360-degree view

• Improve engagement and reduce churn

• Become a customer-centric business and grow revenue

Who will benefit?The many businesses that struggle with customer retention and satisfaction have the most to gain from Storm CSS. We see a lot of firms who run customer service from separate “islands” within their organisations, leading to an inconsistency in approach and poor communications that undermines the effectiveness of case management.

If you are failing to meet customer retention or satisifcation targets or if your reporting capability suffers from out-of-date information, it’s a sure sign of systemic problems that raise the risk of customer dissatisfaction and churn. You need to change and become proactive rather than reactive.

Storm’s 360-degree view ensures better customer visibility, accurate reporting, and seamless integration across every customer touchpoint. Sales, Marketing and Finance, will all benefit from being part of the same integrated approach. And the customer will benefit from greater engagement and a better experience.

Storm CSS packages address all of these challenges. Using cloud-based systems that turn service and support into a seamless process, we enable you to be more proactive at the same time as providing an audit trail that ticks important regulatory boxes.

We enable you to have a constant conversation with your customers, using websites, social media and other channels to keep them up to speed with your business, solve their issues and keep them informed with what they need to know, when they need to know it.

What it’s really about is digital engagement, leveraging the latest applications to make sure Customer Service and Support is a key pillar in your digital transformation journey. Effectively executed with Storm, it will increase customer retention, stimulate business growth, improve margins and support faster go-to-market strategies.

Why now? A web-savvy generation of buyers are using the multiple communication channels available to them; they demand a faster response, more personalised engagement and a better customer experience. At the same time as meeting their demands, you have to deal with regulatory challenges around the way you collect and store customer data, and you have to keep it secure.

Everything in Starter pack plus:

www.storm.ie

Dublin OfficeCapel Building, Marys Abbey, Dublin 7, IrelandTelephone: +353 1 416 1226Email: info@storm.ie

Galway OfficeGalway Business Park, Upper Newcastle Road, Galway, IrelandTelephone: +353 91 509 770Email: info@storm.ie

Customer Service and Support Solutions

StormPremium CSSEmpower customers with self-service tools and see a spike in your NPS (Net Promoter Score) index as you achieve full 360-degree visibility. Better manage the customer journey, from on-boarding and support through to developing new products and service offerings based on proven market demand. Success becomes measurable with clear targets for customer satisfaction and improved customer retention.

Key features of StormPremium CSS* Additional features Add-ons

Storm Technology has the expertise and capabilities to integrate our CSS packages with a wide range of services and solutions, including:

Skype for Business Integration

Outlook Integration

OneNote Integration

SharePoint Integration

Power BI Integration

Social Engagement

A range of add-ons are available from Storm to supplement particular business requirements.

Data Cleansing

Data Migration

Data Integration

Personalised Training Pack

Live Chat Integration

Success Manager Pack

Field Service Configuration

Voice of the Customer Configuration

Custom XRM Solutions

Advanced Reporting

Service Intelligence

Integrated Communication

Full 360-degree View

Customer Self Service Portal

Unified Service Desk

Who will benefit?Organisations pursuing a digital transformation strategy and aspiring to put customers at the centre their business will find the connected ecosystem of processes in StormAdvanced CSS a valuable addition to their tools. A scalable solution that has the agility to change with the business, it also helps future-proof Customer Service and Support.

Sales, Marketing and Finance, will all benefit from being part of the same integrated approach. And the customer will benefit from greater engagement and a better experience. The business a whole will transform service and support into a measurable process and see a spike in the NPS (Net Promoter Score) index.

*Includes all features and functionality of StormStarter and StormAdvanced CSS

To find out more contact sales@storm.ie or if you need a bespoke solution request a free consultation with a member of our CRM team today.

“Thanks to Storm’s Customer and Field service solution we have been able to increase customer satisfaction. It gives us complete transparency into every aspect of our service activities helping us better manage the end-to-end process from lead generation to customer support. Put simply it’s been a game-changer for our business” Mick CallaghanSystems Specialist, IT Department Aquilant