Prior to CRM 2013, few companies chose Microsoft CRM as their customer care, call center or customer service solution. They could hardly be blamed - the feature set for customer service met only the most basic of needs. But that's a shame - research indicates that one of the top drivers of CRM success is integrating it across Sales, Marketing and Customer Care teams.
Since Microsoft Dynamics CRM 4.0, however, Microsoft has steadily added new functionality to boost the customer service portions of the application. And now, with the rollout of CRM 2016, it is time for organizations to reconsider using the same platform for Customer Care that they also use for Sales and Marketing.
Recently, the number of updates to the application grew so large that Microsoft introduced an entire new section in the settings area, exclusively for Service Management. Take a look at the nearby image to get a sense of the scope of the changes (and this is only a relatively small portion of all the new functionality).
If you're interested in more of an interactive walk-through of these features, then click here to sign up for one of our upcoming webinars on customer service in Microsoft Dynamics CRM 2016.
So much has changed, in fact, that it can't be covered in a single blog. So let's review some of the basics today, and continue in future articles until everything has been covered. Check back frequently, or you can fill out the contact us form and just ask to be emailed when future articles come out.
For those of you who haven't considered customer service with Microsoft Dynamics CRM for a while, a quick overview of the core functions may be helpful. With all of the new features, the basics of managing the customer care experience in Microsoft CRM remain the same.
Let's focus on the business features in these posts - rather than dive deep into the technical back-end updates. I'm also going to assume that your organization is already using Microsoft Dynamics CRM, so you're already familiar with updates that can be found in all areas. So we won't need to do a deep dive on those. But let's do a quick review to connect some of these features to the benefits that might be unique for your Customer Service, Call Center or even Inside Sales, teams:
That's a lot of information - and we've only just scratched the surface! Next time I'll walk through 3 very significant changes to customer service functionality in Microsoft Dynamics CRM.
Many of you may still be using Microsoft Dynamics CRM On Premise and, therefore, may be on CRM 4.0, CRM 2011 or CRM 2013 – now is the time to consider upgrading CRM and getting your Customer Service team on board. Contact C5 Insight if you’d like to discuss the options for a Microsoft CRM upgrade. Or click here to view our upcoming webinars, focused on helping businesses improve employee engagement and the customer experience.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.