volume 3 cus tom 7pieces - logistics management
TRANSCRIPT
TOMCUS
ERINQUIRIESPractical aDVicE from peers and industry experts on solving critical issues.
Improving response time to customer
inquiries and complaints
7 ADVICEOf PEERPIECES
NOTES FROMTHE FIELD
VOlUME 3
Customers expect fast, effective service all
the time, every time. Often times however,
sales and service professionals have a lot of
difficult challenges and competing priorities
that inhibit their ability to provide exceptional
customer experiences. To achieve success,
employees need the right tools to amplify
their impact and provide a higher return for
their hard work.
CUSTOMER INQUIRIES
Microsoft Dynamics CRM arms companies
with a service and support solution that
improves customer satisfaction and
long-term loyalty while keeping costs low and
under control. With the right combination of
people, processes and technology, companies
can deliver the consistent, fast and efficient
service customers want.
WhAT IS “NOTES fROM ThE fIElD”?
To help organizations with some key issues,
Columbus has asked our customers and industry
experts, “What advice would you give your
peers to improve response times for inquiries
or complaints using Microsoft Dynamics crM?”
Our customers, employees, analysts, consultants
and partners from all over the globe have
provided feedback directly to Columbus or via our
social media channels to give their “Notes from
the Field.” We received hundreds of responses
which were distilled into this document that we
hope you will find useful and interesting.
NOTES FROMTHE FIELD
What advice would you give your peers to improve response times for inquiries or complaints?Q:
“ Companies can institute self-service or a knowledge based library that allows customers to provide self-support. Second tier, personal support can be available as well for issues that cannot be resolved as easily. This model can be a great way to reduce customer support costs.“
CUSTOMER SERVICE MANAGER, United States
“ Assigning new cases to a queue can be a great way to improve response time. As soon as a service rep finishes one case they can grab the next available case from the queue. Service managers can use reports to monitor response times. “
DIRECTOR OF OPERATIONS, United States
Dashboards listing open
issues allow users to triage
based on priority or age,
ensuring the important
issues are handled first. ANONYMOUS, United States
“ Begin tracking response times in Microsoft Dynamics CRM and then share the reports monthly to hold the CSR’s accountable. It can generate some healthy competition for them to resolve inquiries faster and more efficiently.”
VP OF SERVICES, Denmark
Automated e-mails to the
customer increase accountability
and motivate users to resolve
issues quickly.
SALES MANAGER, United States
Use workflows to kick off reminder
notifications daily or weekly
for the service team members
to check on the status of the
complaint.
SERVICE DIRECTOR, Norway
Sophisticated systems can
connect to phone lines and allow
representatives to record, collect
information and disposition calls
all within one screen. The record
can be escalated or passed to
another level of support if needed
and metrics can be recorded.
IT MANAGER, United Kingdom
Columbus is widely recognized as a global leader in maximizing efficiency and business performance. With deep industry expertise we know how to make our clients more successful by adapting and implementing proven Microsoft-based solution sets for immediate business impact.
By upgrading to a Columbus end-to-end business application you will gain real time access to accurate business details and full control over every aspect of your operation, so you can adjust to changing business environments.
Our proven SureStep+ process and unique solution sets ensure a faster and less expensive implementation of truly flexible and future-safe ERP, CRM, BI and related business applications that deliver competitive advantage. By clearly scoping projects and phases Columbus enables clients to grow continually adapting their solutions to realize value and justify the technology investment.
TEChNOLOGY SOLUTIONSMicrosoft Dynamics CRM
Microsoft Dynamics AX
Microsoft Dynamics GP
Microsoft Dynamics NAV
Business Intelligence
SharePoint and Development Services
Columbus Advanced Discrete Manufacturing Solutions
Columbus Business Integration Solutions
Columbus rapidValue
Columbus Supply Chain Solutions
Columbus food and Beverage Solutions
Columbus Add-On Modules for Microsoft Dynamics AX
HOW CAN COLUMBUS HELP?
We can help you streamline processes to optimize your business performance in a
professional and pragmatic way. By upgrading to a Columbus end-to-end business
application you will gain real time access to accurate business details and full
control over every aspect of your operation, so you can adjust to changing
business environments.
POwER YOUR SERVICE PRODUCTIVITYMicrosoft Dynamics CRM arms your staff with a service and support solution that combines productivity with ease of use. Take advantage of case management, workflows, dashboards and knowledge management to deliver consistent, fast and efficient service. Microsoft Dynamics CRM provides a comprehensive customer service solution that is familiar to users, completely customizable, and can scale to meet enterprise demands.
CAPAbILITIES
MICROSOFT DyNAMICS CRM
MANAGE EVERY ASPECT OF CUSTOMER SERVICE
STREAMLINE SUPPORT PROCESSES
ENABLE PEOPLE TO HELP THEMSELVES
• Create, assign and manage cases from initial contact through resolution.
• Manage service level agreements, refine business processes and bill customers accurately.
• Manage service appointments and resources across service sites and locations.
• Add, change and manage contact information with bulk data and duplicate detection tools.
• Optimize service handling and resource utilization with Microsoft Lync integration.
TURN INFORMATION INTO KNOWLEDGE
• Accurately measure performance with historical and predictive analytics.
• Identify opportunities for service improvement.
• Create new revenue opportunities with comprehensive customer information.
• Automate service processes through workflows.
• Assign, route and escalate cases with streamlined processes to resolve issues quickly and accurately.
• Foster consistent execution with automatic creation and assignment of activities.
• Provide customer service 24 hours a day, 7 days a week.
• Increase customer loyalty by enabling people to access information and services the way they want.
• Control costs with a self-service solution that is quick to deploy, easy to manage and seamlessly integrated.
Boost service effectiveness,
drive efficiency and engage
with precision.
A big tHaNK YOU to everyone who has contributed to the Notes from the Field including:
Brian Dewulf. richard riddle, lori McKienzie, lauren radlick, leah liinangi, chris Green, Devan andrzejewski, Jennifer Mislinski, Bill anderson, Ellen Hoefste, Vince lopiccola, thomas Hauge.
WANT TO KNOW MORE?For more information on Columbus, including case studies, videos and white-papers, visitwww.columbusglobal.com/us
The Columbus CRM Notes From The Field Series:
Volume 1Increasing Sales
Volume 2Marketing Visibility
Volume 3Customer Inquiries
Volume 4Automating Processes
For more information on Columbus, our clients’ experiences and our solutions, please visit www.columbusglobal.com
’Columbus’ is a part of the registered trademark ‘Columbus IT’
ABOUT COlUMBUS:
Columbus is the preferred business partner for ambitious companies worldwide.
We exceed 20 years of experience and 6,000 successful implementations, and we’re
proud to offer our customers solid industry know-how, high performance solutions
and global reach.