CUSTOMER SERVICE
Overview
Ralph R. Zerbonia
President
Universe Central Corporation
Better Customer Service Drives Company Value
“…companies with high
customer satisfaction scores
have blown the S&P 500 out
of the water, especially over
the last few years. Not only
have they produced higher
stock returns, but their stock
values and cash flows have
been less volatile.”
Harvard Business Review
March 2007
Typical Business Challenges in Customer Service
•
On-board and train new Customer Service
Representatives (CSRs) quickly
•
Increase CSR utilization and retain quality CSRs
•
Provide a consistent, effective experience across all
contact touchpoints
Convert cross-sell and up-sell opportunities into
revenue
Increase First Call Resolution and decrease Average
Handle Time
•
•
Industry Views
“The role of the contact center in
the organization is shifting and
“CEOs cited New Technology (63%)
growing. Contact centers are
and Customer Loyalty (54%) as
increasingly strategic business
two of the top revenue drivers
units, and not just cost center
for their business.”
departments.”
Michael Maoz, Vice President and
New York Stock Exchange (NYSE)
2007 CEO Report
Distinguished Analyst, Gartner Inc.
“If you’re looking to boost customer satisfaction, one of the most promising
places to start is customer service. …increased satisfaction has a positive
impact on consumer spending, cash flow, and business performance.”
Harvard Business Review, 2007
Change the Game in Customer Service
Transform Customer
Service into a
Strategic Asset
Empower all employees to
be part of Customer
Service
Achieve a true 360°
View of the customer
SOLUTION
Microsoft Dynamics CRM Customer Service Solution
Service Capabilities
 Full feature set
 Service Workflow
 Designed for
 Users
 Managers
 Executives
Account and Contact Management
Complete set of features that empower
customer service representatives to better
manage interactions.
Microsoft Advantage
• Familiar user experience via
Microsoft Outlook, agent
desktop or web client
•
Powerful productivity
features like Auto Complete
and Smart Search
•
Import and de-duplication
of records is seamless and
easy to perform
•
Fundamental technical
agility to support core
service interactions
Account and Contact Management Components
• Discovery & Search
• Acct, Contact
• Data Import & Quality
& Case History
• Complex Relationships
• Contact Management
Interaction and Knowledge Management
Complete interaction management capabilities
including Knowledge Management and Service
Level Agreements.
Microsoft Advantage
• Customizable agent desktop
surfacing Microsoft Dynamics
CRM through browser,
Microsoft Office Outlook,
Sharepoint or custom UI
• Fully integrated Knowledge
Base including authoring and
publishing capabilities.
• Robust email support
including auto-response and
auto promotion of emails to
cases.
Interaction and Knowledge Management Components
• Flexible Interaction Framework •KB Article Authoring,
• Contextual User Experience
Review and Publishing
• Knowledge Base
• SLA and Support
Contracts
Case Management and Scheduling
Sophisticated set of features to create, manage
and resolve cases via multiple channels as well
as schedule field service.
Microsoft Advantage
• Easy-to-use case
management
functionality including
creation, editing,
dispatch, tracking and
resolution.
• Optimize usage of field
personnel, fleet, tools,
parts and resources
Case Management and Scheduling Components
• Multi-channel Incident Mngmt. • Services & Resources
• Communications & Activities
Management
Management
• Global Scheduling &
• Routing & Escalation
Optimization
Real-Time Insight, Reporting and Analytics
Full spectrum of business intelligence capabilities
ranging from historical reporting predictive behavior
insight to basic reporting to OLAP and performance
dashboards.
Microsoft Advantage
• Predictive behavior analytics,
like cross-sell/upsell, and
historical analytics
• Critical service reports are
provided standard with fully
customized reports available
easily to any user
• Seamlessly integrated to SQL
Server Analytic Services & SQL
Server Reporting Service for
robust OLAP, data mining and
reporting.
Real-Time Insight, Reporting and Analytics Components
• Custom Reports
• Customer Analytics
• OLAP & Data Mining
• Standard Service
• Dashboards & Scorecards
Reports
Proactive Sales and Support
Transform the contact center from purely
reactionary service into a proactive,
strategic arm of the business.
Microsoft Advantage
• Seamlessly integrated,
holistic service processes
that drive positive
behavior
• Easy-to-Enable “Presence”
and click-to-dial
functionality through
integration to Microsoft
Office Communications
Server 2007.
Proactive Sales and Support Components
•Proactive
• Account & Contact Analysis
• Upsell & Cross-sell Evaluation Communications
• Service Campaigns
• Product Recommendation
Customer Service Scenarios
Followthe-Sun
Global
Support
Enable
management
of cases to be
handed off
across teams
in multiple
time zones
World-Class
Contact
Center
Deploy worldclass contact
centers that
support
multiple
shifts and
remote
agents
Closed-Loop
Service
Processes
Use workflow
to drive
consistency
and real-time
visibility into
every stage of
service
processes
Quick Service
Campaigns
Total Quality
Management
Manage
product
support issues
simply and
easily
from contact to
resolution
Allow all
service
metrics to
be easily
tracked and
analyzed to
drive process
improvement
Powered By Microsoft
Core Enabling Capabilities
• Multi-Tenancy
• Multi-Language User Interface
• Multi-Currency
Business Agility
• Comprehensive customization capabilities
• Composite applications
Robust Workflow
• Inherent flexibility to map to business processes
• Geared for design by anyone in the organization
Reporting & Analytics
• Generate all levels of reports from standard, “canned” reports to
sophisticated, custom reports
• Spot trends or predict behavior with OLAP and data mining
Microsoft Dynamics CRM in the Contact Center
Interaction Channels
360° View
Composite UI
Reporting &
Analytics
Phone
CC Apps
Agents
Supervisors
Managers
Executives
Wireless
PSTN
VPN
and
Internet
Web Self-Service
Email
Chat
Branches
Retail Stores & Dealers
Government Offices
CTI
PBX/ACD
IVR
ERP
LOB Apps
Legacy Apps
BENEFITS
Key Benefits of Microsoft Dynamics CRM
Organizational
Customer Service
Higher
Productivity
Greater Service
Efficiency
Improved Up-sell
and Cross-sell
Achieve 360 °
Drive
Improve first-call
Optimize upsell
visibility across
collaboration and
resolution and
and cross-sell
the entire
improve agent
handling times to
campaigns to drive
organization into
productivity,
yield higher
better revenue and
service history,
lower training
customer
higher uptake
current cases,
costs and reduce
satisfaction and
rates.
contracts and
churn.
loyalty.
much more
Key Benefits for Business
VP of
Customer
Service
• Reach customer satisfaction goals
• Drive new revenue opportunities
• Reliably manage service costs
• Achieve KPIs for service
• Increase agent retention
• Reduce agent training costs and on-boarding time
Agents and
Supervisors
Contact
Center
Manager
• Improve personal productivity
• Eliminate frustration in assisting customers
• Reduce errors and call closing time
Key Benefits for IT
Chief
Information
Officer
• Achieve rapid time to value
• Realize low total cost of ownership (TCO)
• Leverage consistent IT architecture & standards
• Adapt to meet business user requirements
• Easily integrate existing applications and data
• Design for extensibility
Business
Analyst
IT Project
Team
• Design and track key KPIs
• Design and run cross-team workflow
• Manage work loads for representatives
EVIDENCE
Global Customer Success in Customer Service
Small Businesses
Mid-size Companies
Large Enterprises
Customers in Action
Maccabi
Microsoft
Polaris
Integrated Healthcare
High Technology
Manufacturing
1,200 users
Multi-thousand users
75+ users
•
Maccabi serves 1.7M members
in Israel.
•
Microsoft Dynamics CRM is the
hub of patient information and
is used in hospitals, clinics, labs
and in contact center.
•
Microsoft Dynamics CRM
system surfaces critical
information from SAP and an
AS400.
• Replacement of legacy Clarify
application in commercial
software support organization.
• Microsoft Dynamics CRM used
in Contact Centers (located in
NA, Europe, India and Asia)
and in backline (2nd/3rd tier)
engineering to provide followthe-sun global support.
• Polaris uses Microsoft
Dynamics CRM to provide
support to both dealers and
enthusiasts (users of
product).
• From a SharePoint interface,
users access multiple
applications including
Microsoft Dynamics CRM,
SAP, and parts/product
databases.
Customer Perspective
“With Microsoft Dynamics CRM,
training time is reduced, people are
proficient faster, and we can get new
employees out onto the floor
quickly—all because the system brings
them the information that they need
in an easy-to-use, point-click fashion.”
Jeff Beelman
Contact Center Lead,
Wellmark Blue Cross Blue Shield
“Microsoft Dynamics CRM helps us
pinpoint why people have to make
phone calls and helps us
systematically reduce the time spent
on non-value-added activities like
unnecessary calls.”
David Peet
General Manager,
Crossmark
Customer Return On Investment
• Substantially cut call handling time by four minutes
per call
• Reduced training time for new employees from eight to
six weeks
• Handling 15% more calls per year, without additional staff
• Saves 6,000 hours a year on case management
• 50% reduction in call volumes
• Increased first call resolution rates, leading to improved
customer satisfaction
• Improved work productivity for over 50% of staff
• Lowered call volume through proactive identification of
service issues
Partnering for Success
Interaction Channel Infrastructure
Contact Center Applications
DISCUSSION
APPENDIX
Momentum with Analysts: Gartner
Microsoft Dynamics CRM
has emerged as a leader
in the customer service and
contact center space,
driven by its ease of use
for service personnel and
by the flexibility of the
underlying SOA platform.
Source: Gartner Magic Quadrant for
CRM Customer Service Contact Centers, 2007 [emphasis added]
Momentum with Analysts: Forrester
“Microsoft Dynamics
CRM has based its user
interface on the popular
Microsoft Outlook email
program, meaning a
shorter learning curve
and more intuitive
navigation… Microsoft
Dynamics CRM’s time
to value is typically
days or weeks.”
Source: Forrester Research
Customer Service & Support
Core components of a CSS application include:
• Account and Contact Management
• Case and Interaction Management
• Knowledge Base Management
• Product and Contract Management
• Service Scheduling
• Workflow across Teams and Groups
• Service Reporting and Analytics
Commonly integrated components include:
• Voice Infrastructure (ACD, CTI, IVR)
• Workforce and Quality Management
• Agent Scripting
 Operational
 Analytical
 Collaborative
World-Class Contact Center Platform
• Customer Need : Transform your contact center from a
traditional cost center into a strategic asset
– Improve the multi-channel customer experience
– Drive customer retention and loyalty
– 5% increase in customer retention = 25-100% to the bottom line
• Key Capabilities in Microsoft Dynamics CRM
–
–
–
–
–
Multi-tenant architecture with advanced data privacy
Full multi-language and multi-currency support
Network optimization for WANs and remote agents
High performance & scalability from server clustering
Improved email handling in Exchange and with POP3/SMTP
Quick Sales & Service Campaigns
• Customer Need: Deliver an outbound contact capability to
drive proactive service outreach
– Quickly drive communications for time sensitive issues
– Avoid routine calls by rapid notification of product or service issues
– Launch outbound surveys to collect key market information.
• Key Capabilities in Microsoft Dynamics CRM
–
–
–
–
Automated Quick Campaign module
Bulk close of campaign activities to clear many tasks at once
Auto-send of campaign emails
Intelligent data migration for campaign targeting
Drive Agent Productivity Improvement
• Customer Need: Deploy familiar and flexible technology to
get more for your customer service personnel
– Reduce agent click counts and input errors
– Manage more customers and deliver better service
with same or less headcount
• Key Capabilities in Microsoft Dynamics CRM
–
–
–
–
Smart Navigation navigation streamlines the agent user interface
Auto-resolution of cases
Individual and group workflow to improve productivity
Real-time duplication detection and conflict resolution
Real-Time “Expert” and “Managers” on Call
• Customer Need: Increase first-call resolution (FCR) rates by
reaching the right expertise in real-time
– Poor first call resolution rates typically add 30% in additional costs
to contact center budgets
– Use presence integration and workflow to connect
expert resources to issues in real-time
• Key Capabilities in Microsoft Dynamics CRM
– Presence integration via Office Communications Server 2007
– Intra-team and cross-team workflow via Windows Workflow
Improved Email Channel Management
• Customer Need: Effectively use the email channel to
reduce service costs while maintaining satisfaction
– Deflect incident handling from telephone to email or web
– Deliver consistent and differentiated service via web or email
– Email channel is 44% cheaper than live agent conversations
• Key Capabilities in Microsoft Dynamics CRM
–
–
–
–
Easily promote emails into cases
Advanced email routing architecture
Intra-team and cross-team workflow for emails
Email sending, routing, and management enhancements
Action!
Ralph R. Zerbonia
Universe Central Corporation
330-720-4525
[email protected]
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www.universecentral.com