Customer Service First. Delivering a Consistently, Improved Service

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1 Customer Service First Delivering a Consistently, Improved Service

2 Amazing service means every interaction matters 67% of consumers use web self service to find answers to their questions Happier agents are 2x more likely to deliver on customer satisfaction, net promoter and customer effort metrics 90% of organizations say customer service matters Only 30% of customers feel that they receive a great experience

3 Balancing customer expectations with agility Customer Effortless Cross-channel Proactive Personal Brand Reputation Company Service agility Consistent Customer loyalty & advocacy Productive

4 Deliver exceptional experiences Earn loyalty Empower agents Stay agile

5 Earn loyalty Customers instantly connect via their channel of choice Personalized service minimizes customer effort Proactively address service issues via social Multi-channel support can improve customer satisfaction by 36% Forrester Research

6 Empower agents Provide agents with a single unified experience to deliver superior service Deliver instant access to the right answers at the right time Empower agents to make the best decision every time 86% of customers are willing to pay more for a better customer experience Fortune Magazine

7 Stay agile Easily adapt to rapidly changing business & market demands Elevate service experience with actionable analytics Ensure security, flexibility & reliability 70% increase in use of social channels for service Aberdeen Group

8 Key Case Management Capabilities

9 Cross- Channel Service

10 Cross-Channel Service Multi-channel Deliver seamless & insightful experiences across web, social, chat, , mobile & phone Contextual interactions Use real-time & historical data to deliver more insightful customer interactions Voice of the customer Gain critical insight with feedback & surveys that provide general sentiment, contextual feedback & transactional understanding

11 Agent Enablement Unified Service Desk Handle all service interactions from a single application to reduce agent effort Case management Manage cases faster & provide differentiate levels of support with entitlements & SLAs Mobile service Expand your resource pool & free your agents from their desk with the freedom of mobility Guided resolution Increase agent effectiveness with call scripting, policy adherence with a proactive & process driven user experience

12 Knowledge Unified knowledge Deliver the right answers at the right time across all service channels from a single source of truth Multimedia Provide rich media articles: images, videos & real-time blogs & feeds host the asset or link Authoring & permissioning Easily capture & publish knowledge from social channels, service interactions & experts Analytics Drive article efficiency & understand how knowledge is being used to eliminate escalations

13 Service Analytics Interactive dashboards Provide real-time views of key service metrics with fully customizable & interactive dashboards Customer insight Deepen customer insight & identify business opportunities by tracking & correlating customer satisfaction with service metrics Performance reporting Improve performance & identify best practices by correlating agent activity & customer experience data Trends & forecasting Identify trends, explore what-if scenario s, & forecast outcomes to reduce effort scores (Power BI & Excel)

14 What s new in Microsoft Dynamics CRM 2015 Case Management Enable agents to provide differentiated levels of support with flexible SLAs. Gain insight into service effectiveness with the ability to track and analyze key metrics like SLAs & thresholds.

15 Why Microsoft Dynamics CRM? Cross-Channel Traditional & emerging channels Contextual transition across channels Agent Productivity Knowledge centered support Agent Swarming Visibility into customer interactions across channels & applications Channel Guidance Seamless transfer from unassisted to assisted mode Deflection to lowest cost channel Adaptive Service Models Proactively guide customers to the right channel with right answer based on entitlements and/or least customer effort

16 Customer Service First Concluding remarks

17 OR On-Premise In the Cloud

18 Industry Verticals

19 Other CRM Capabilities

20 Self Service Features Branded experience Create a consistent branded experience through configuration not code across all service portals from a single deployment Embedded self service Access service from anywhere on your brand site or a 3 rd party site Mobile Recognize mobile users instantly & deliver real-time, personalized service on any mobile operating system & device Social Provide comprehensive self service directly from the Facebook fan page

21 Social Media Features Powerful social listening Listen to what people are saying globally across the social web in 19 languages to pinpoint service needs. Monitor buying signals to engage at the right time and track market developments to gain a competitive edge. Global sentiment analysis Gain a true understanding of social sentiment natively in 6 languages. Understand what customers are thinking and engage with the right message Collaboration Speed resolution of even the most challenging issues with instant access to support professionals & subject matter experts

22 Francois Grech Executive Director

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