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Innovating your Business Processes

Customer Service with Dynamics CRM 365Achim Gounar, Project Lead, ORBIS AG

Customer Service withDynamics 365

Demo Scenario

Explain core service process out of user role’s perspectives Process roles

▪ Call Receptionist (“call center user”)▪ Service Expert (“qualified hotline”)▪ Service Coordinator (“dispatcher”)▪ Service Engineer (“service technician”=> works in mobile app)▪ Service Backoffice (group of persons / roles doing approval of work order, closing for

billing)

Shown▪ Slides▪ Web App (Microsoft Dynamics 365)▪ Mobile app for service engineer (Resco)

Call Receptionist Process

Customer calls in

Call Receptionist takes call, creates a phone activity (“Telefonprotokoll”)

Call Receptionist creates a case out of the phone call activity

Option 1: Solve & Close case on phone

Option 2: Hand over case to Service Expert (“qualified hotline user”)

Next step: Service Expert works on case

Call Receptionist: Create Phone Call Activity

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Call Receptionist: Create Case (out of Phone Call)

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Service Expert Process

(Option: Service Expert takes case out of a list)

Service Expert works on case following process bar

Option 1: Solve & Close case on phone

Option 2: Create Work order for Service Engineer (“Service Technician”)

Next step: Service Coordinator (“dispatcher”) schedules work order

Service Expert: Works case (same case form)

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Service Expert: Create new work order out of case

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Service Expert: Fill-in details, save work order

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Service Coordinator („dispatcher“) Process

Service Coordinator opens Schedule Board

Takes WO out of list (unassigned work orders) in bottom

Drags WO to center of schedule board (to a Servie Technician)

Next Step: Service Technician works on site with mobile application, completes work order after customer signs

Service Coordinator: Schedule WO to Service Technician

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Service Engineer: Display list of Wos in mobile app

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Service Engineer: Enter data in mobile app, sync

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Service Backoffice Process

(Option: Service Backoffice has list of “completed” work orders)

Service Backoffice approves work order

Service backoffice closes work order for billing

Next Step: Work Order is sent to ERP system

Work in Dynamics is finished

Backoffice: Review work order, approve for billing

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