Dylan Haskins, Dynamics CRM Architect, @thexrmguruBruce Edwards, CRM Practice Lead, @BruceAE

Customer ServiceExcellence

The Unified Service Desk

Introduction

Questions

Our agenda

Customer Service Experience Building Blocks

Service & Support in CRM – why it makes sense

PRESENTERS

15 years CRM industry experience

Overall responsibility for CRM solutions

Consulting & Technical background

@BruceAE

Bruce EdwardsCRM Practice Lead

15+ years CRM experience

CRM Technical God

Microsoft CRM MVP & Microsoft Partner seller

@thexrmguru

www.thexrmguru.com

Dylan HaskinsCRM Solution Architect

Why it makes sense.

Service & Support in CRM

Am I adapting to cross-channel

behavior of my customers?

How do I deliver a good experience at a reasonable

cost? How do I

reduce “Agent Effort”?

How do I build customer

satisfaction?How do I ensure the right people are working on the right items?

Thoughts

5

The face of your businessCustomer Service Drives Continued Business to your company

Care everywhere Earn customers for life with responsive, relevant, effective service.

Market smarterPlan and deliver engaging campaigns with quantifiable results end to end.

Sell effectivelyFocus on what matters to close more deals faster.

Companies must adapt to the new customer journey

Your Awesome Presentation Title {Segoe UI 12 pt.}

“The only purpose of customer support is to change feelings”Seth Godin

Customer Service Experience Building Blocks

Mobile

Case updates on MOCA infrastructure

Unified Service Desk Agent desktop for integrating different channels and applications

Email Enhancements

Automatic conversion of email to case

Social Care

Generic framework to create social activity & case

Case Management

State of art case management , parent-child,

merge

Multi-Geo

Ability to set up different customer service schedules by geo

Profit Center

DifferentiatedService Effortless

Seamless ConsistentExperience

Channel Expansion Customers ValueCore Service

Entitlements

Ability to define entitlements by channel, product

Service Level Agreements

Flexible tracking service For different KPIs

Queuing

Public & Private Queues and Routing rules

Customer Care : A Big Step Forward….

SLA TypesStandard SLAs: Info on case entity

While configuring SLA KPIs, related case fields (date-time) are specified

Failure time stamped on case entity attributes (First Response By, Resolve By); statuses not stamped OOB

Timer Control based on case entity fields

Failure times, timer control added directly to case form

Enhanced SLAs: Info on related entity

While configuring SLA KPIs, related case fields (lookup to SLA KPI Instance entity) are specified

Failure/warning times stamped on related SLA KPI Instance record; statuses stamped automatically

Timer Control will be based on related SLA KPI Instance fields

Quick form needed to show failure times, timer control on the case form

SLA Pause Resume

Scenario• Automatically pause SLA time calculation when case is on hold or waiting on

customers

Capabilities• SLA Time calculation will get paused when a case is paused• Paused case statuses can be configured by org admin (system settings)• On hold time will be tracked for case records (based on associated business

hours)• SLA statuses & times will be tracked in a separate entity & will be stamped

automatically# in async• Pausing can be turned off at SLA level (no pausing if failure/warning times are 0)

# In Standard SLAs, times are tracked on case entity fields, statuses do not get tracked automatically

SLA Types• Standard => delivered in Spring 2014, do not support Pause-Resume• Enhanced• Standard SLAs cannot be converted to Enhanced SLAs

Customer Service Excellence | 13

INTEGRATED AGENT DESKTOP

Single unified interface for accessing all the tasks and applications required to complete customer interaction processes

SESSION MANAGEMENT

Handle multiple customer sessions and preserve contextual information

TIME TO VALUE

Significant reductions in development efforts for call center applications

CENTRALIZED MANAGEMENT

Centrally manage, configure, and authorize from Microsoft Dynamics CRM

Unified Service Desk (USD)Key Capabilities

What do Contact Centres Want ?

Desired Process Flow in a Contact Centre

Thank you