Customer Service

Stay Agile and Empower Agents

In delivering excellent customer experiences, every interaction matters. Microsoft Dynamics 365 allows agents to deliver a greater standard of service. It also gives them the opportunity to focus on their customers instead of handling different systems and screens.

Effortless Customer Service

Our self-service CRM solution makes it easy for customers to solve issues independently. We also provide a customisable online support portal that leverages an organised, searchable knowledgebase; in turn, this delivers real-time updates, consistent answers to service questions, and product and service information and documentation.

Case Management

We allow agents to provide segregated levels of support with flexible Service Level Agreements (SLA), providing insight into service effectiveness with the ability to track and analyse key metrics (such as first response and case resolution).

• Manage related cases and review entitlements.
• Utilise a timer to ensure you do not exceed or breach your SLAs.
• Define and manage service entitlements and SLAs.
• Create dynamic routing and queuing rules to ensure you hit your service targets.
• Merge duplicate or create new relationships between cases to eliminate redundancies.
• Define and customise enterprise-wide KPIs and associate processes and rules to ensure they are all met.

Achieving Service Effectiveness and Increasing Customer Satisfaction with Dynamics 365

Successful CRM business solutions boost sales productivity by providing greater:

• Insights into customer understanding
• Improved in sales
• Increased in sale successes
• Efficiency improvements to the sales cycle
• Results with win rates
• Information and understanding to customers

Improved Marketing Communications and Customer Experiences

Our core concern is focused on helping you optimise your brand’s profitability, revenue, and customer satisfaction by fostering customer-satisfying behaviours and implementing customer-centric, efficient processes. This results in:

• More effective planning and execution of marketing campaigns.
• Sharpened marketing mix.
• Strengthened customer loyalty.
• Improved business performance and monitoring.
• Faster, more precise resolution of customer issues.
• Reliable 24/7 customer self-service

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