Unified Service Desk for Microsoft Dynamics CRM

Microsoft Dynamics

This is a simplified version to install, configure and use Unified Service Desk from Microsoft, which gives a unified view of the customer, integrating phone, SMS, Skype, contact details, case details and any other information that is relevant. We have used the Technet blog to create this.

 

http://1drv.ms/1Wfy06Q

 

 

India’s Godrej & Boyce adopts Microsoft Dynamics CRM – Case Study

 

India’s Godrej & Boyce adopts Microsoft Dynamics CRM

 

 

Overcome Multichannel Customer Service Challenges – CRM Magazine

Overcome Multichannel Customer Service Challenges – CRM Magazine.

 

Microsoft Dynamics CRM Online for Customer Service – A study in process orientation

We are pleased to announce yet another successful implementation of Microsoft Dynamics CRM 2011 online. The client is a service provider based in Chennai who is in the business of chip level repair of notebooks and laptop computers.

Service Portfolio

Microsoft Dynamics CRM Online 2011 Dashboard allows not just decision making, but also gives a holistic view of the quantum of work being processed and Time Management.

Service Manager Dashboard

Service Manager Dashboard

Work allotment is displayed on the Case Manager Dashboard

The company has a fully equipped service centre with repair facilities for each specific sub-system of the PC such as LCD Panel, Keyboard, Mother board and Operating System. The process flow is as follows.

Service Process

Some of the workflows we included are:

  1. When a case gets registered the customer will get a ‘Thank You’ email with ticket number.
  2. When Confirmation is required triggers a mail to customer asking Confirm that some additional work that  is needed.
  3. Writes Letter automatically to the manager asking assistance or approval.
  4. Write letters to Logistics enquiry about the Available products.
  5. SMS customer on completion status.

Microsoft Dynamics simple workflow configuration manager allows accomplishing these easy and efficient.

Workflow

One of the biggest challenges we faced is that of cascading pick list and multi select fields since a PC could have multiple problems. Besides, descriptive notes had to be made with the complaint.

Multi Select Product List and Comment boxes

Based on the information filled in, we generate the case sheet, which is either printed or e-mailed to the customer. Barring Payment collection, every other part of the Service process is accomplished through the CRM.

Sage CRM, now on YouTube

Award winning Sage CRM from Sage UK, is now available on YouTube. Another great example of a B2B business adopting Social Media Strategies.  Search YouTube for ‘Sage CRM’, and you will get a range of videos starting from Demo, overview, Outlook Integration, MS Exchange Integration and more. Here is a 10 minute overview of Sage CRM 7.0.

This crisply covers

  • Sales
  • Marketing
  • Customer Service
  • Outlook Integration
  • Worflows
  • Dashboards
  • Wizard based Reports
  • Mobile CRM
Joshi Daniel Photography

Images of People Photoblog

Rotarian Economist

Analysis and Commentary for Service Above Self

Andreessen Horowitz

Software Is Eating the World

lenguaje y otras luces

ESPAÑOL PARA EXTRANJEROS, LENGUA Y LITERATURA. LEER, ESCRIBIR Y COMPARTIR EN ESPAÑOL - Blog de ELE -

C2C Organizational Development (C2C-OD)

Bringing People and Strategy Together

Rotary Service Connections

Connect, partner, and serve through Rotary

Rotary Voices

Stories of service from around the world