To meet its Customer Service needs, the customer support department decided to opt for the Dynamics 365: Service and Customer Voice solution, to meet the needs of its customers. To create a digital experience in the after-sales service.
Dynamics 365 is a Microsoft business system which has two components: ERP, where techniques such as invoicing, stock management, and resource management, among others, are inserted, and CRM, for managing business processes, customer support, marketing, etc. The Service module aims to meet customer support needs, offering incident management functionalities, response agreements and knowledge bases, aiming at improving the customer’s visibility over the company. The Customer Voice component allows satisfaction surveys to be created and sent, as well as analysing of the information obtained from them.
To overcome the existing fragilities, the customer service system was configured where it is possible to manage incidents, agent allocation, service agreements (SLAs) and internal knowledge bases (for the team’s use) and external knowledge bases (for customers’ consultation). After this rollout, the above scenario would play out as follows:
This time, the customer, realising there was a damaged part, has a FAQ page available, created from a knowledge base, where he/she can search for ‘Damaged Part’. The customer quickly found an article with a specific address to report the situation, indicating that the process should be resolved within four working days. The customer sent an email to that address.
In turn, the company’s system automatically creates the incidence, which is given to the agent with the lowest number of incidences. This reduces the response time and ensures that the agent knows exactly what to do (because it has obtained this information from one of the knowledge bases). Unnecessary email exchanges with the customer are thus avoided.
As Dynamics 365 is a solution that adapts to the needs of the organisation, templates frequently used by agents for the various incidents were also configured. In this case, the agent only has to select the damaged part dispatch template, which will be automatically filled in with the customer’s information in the system.
After receiving the part and considering that the company has configured the sending of automatic surveys from its new system, a satisfaction form is sent to the client, to obtain information on the resolution of the problem that originated the incident.
Finally, since the system is based on a database with excellent quality information, management can finally obtain information about their teams’ performances with the help of intuitive reports and dashboards.
This allows us to improve on the points mentioned above as follows:
- Sense of constant follow-up, with the timely exchange of information.
- Customers feel supported by the company, knowing that the company is aware of them, avoiding unnecessary exchanges of information.
- Reduction of response times, thanks to the distribution of incidences by specialised groups of workers, and attention to their workload.
- Team optimisation, as articles and templates are configured so that they can work more quickly and efficiently.
- Elimination of duplicates, as the system, can identify repetitions.
- A better reading of the business through the analytics provided by the system.
Visibility of customer satisfaction, through the surveys, sent out.