DELIVERING EXCEPTIONAL CUSTOMER CARE

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1 REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing your customer

2 Delivering exceptional Customer care One of the biggest challenges companies face is meeting rising customer expectations in a competitive marketplace. Customers today, expect to get more for less; and if they don t get it, they ll move on to a company that can give it to them. Because of this, executives struggle to find the balance between lowering operational costs and meeting customer demands. Delivering exceptional customer care while growing revenue, is possible with the right combination of people, processes, and technology. To win the hearts of your customers, you must first win the hearts of your employees. They are the front lines in that moment of truth when customers are deciding whether or not to continue their relationships with you. By giving them familiar and easy-to-use tools, they are able to deliver consistent, efficient service that enhances customer loyalty. The following case studies illustrate how Columbus has helped many companies address these issues using Microsoft Dynamics together with appropriate tools from the ColumbusServices solution set.

3 Case 1: Building the Foundation Issue An automotive manufacturer was on a 30 day time crunch to establish a foundation for their call center processes. They wanted to streamline case resolution to resolve customer issues quickly and accurately, boosting both service effectiveness and customer satisfaction. Current call center activities were not disrupted but improved upon. The new solution was strategically aligned to the company s unique business requirements. They are now able to provide efficient, responsive customer support while keeping costs down and under control. Problem Benefits Originally the manufacturer aimed to use a custom CRM solution to replace the system their parent company provided. After finding out that the custom application would not be ready within the timeframe that they needed it, they were forced to find another solution that would not disrupt customer relationships within their call center. If they could not find a solution in time they would be forced to manually track customer tickets, resulting in bad data capture, poor customer follow-up, and an increased workload for call center agents. Remedy Using Microsoft Dynamics CRM, the company was able to implement and customize the solution as well as provide training to its call center team, all within 30 days time. Once Microsoft Dynamics CRM was deployed, several benefits were realized: call center staff are able to open, track, and resolve prospect and customer cases effectively and efficiently. customer history, vehicle information, and cases are now recorded with the ability to enter notes so other agents have a comprehensive view of the customer in future interactions. a relevant view of customer information enables the call center to consistently solve customer issues with the right answers, while offering services that best fit the customer. prospects can be entered as leads allowing the sales and marketing teams to transform them into a successful sale. 3

4 Case 2: Streamlining Support Cases Issue A global staffing company employed approximately 300 help-desk analysts to support the company s 23,000 employees. They were responsible for addressing approximately 18,000 support requests per month for software, computer, and mobile issues. tools such as Microsoft Word, Outlook and Excel. The company also planned to implement Microsoft Lync Server in order to provide more efficient communication in a number of ways. Benefits Problem After 11 years, the software they were using for support had become unstable and challenging to manage. The company assessed their options and reviewed the future goals and objectives of the help desk. The assessment revealed that the majority of support engagements took place over the phone. The company wanted to change this in order to make the process more self-serving in efforts to reduce the time and resources spent on each request. Remedy After reviewing several options, the company decided on Microsoft Dynamics CRM. It allowed for a familiar user experience and was easy to align with common business The company now has a streamlined, reliable, and highly automated help-desk management solution that: allows employees to search through a broad knowledge base run by routing workflows before logging support requests in order to solve problems independently. enables 75% of all service inquiries are now performed in a self-service manner - the opposite of what was done prior to implementing Microsoft Dynamics CRM. With Lync Server, help-desk specialists and their internal customers around the globe can communicate through chat and easily exchange information within a single application. empowers the same 300 person help-desk team, to handle 15% more support tickets that in the past, improving the user experience. 4

5 Case 3: Gaining a Competitive Advantage Issue A mid-market bank was hit hard by the economic downturn, and wanted to proactively plan for a recovery. In order to gain a competitive edge once the economy turned around, they knew they would need to rely on technology. They wanted a customer relationship management (CRM) solution to strengthen existing relationships and capture new business. Problem A CRM system would give customer account managers one-stop access to customer information, helping to build relationships more effectively. However, the bank wanted more than that from a CRM system. They wanted something with flexibility that they could implement and bring to market quickly. Remedy The bank compared two leading solutions that included a Software-as-a-Service (SaaS) package and Microsoft Dynamics CRM. They determined that they needed more than just a tool for contacts. They wanted their developers to be able to enhance the solution rather than using just the basic out-of-the-box features. The bank decided to go with Microsoft Dynamics CRM for tits flecibility and ability to integrate with their existing operations and infrastructure. Benefits Adopting Microsoft Dynamics CRM allowed the bank to customize all aspects of the solution to fit the many internal departmental needs, ultimately increasing their competitiveness. They have experienced a multitude of benefits including: a complete view of customers to help the sales team boost cross-selling customized reports and pipeline tracking help boost profitability and competitiveness Workflows reduce time to approve loans easy customization reduced the banks time-to-market 5

6 Case 4: Knowing Your Customer Issue A minor-league sports club relied on manual processes to track customer information, ticket sales, event planning, and order fullfillment. With an average of 570,000 ticket sales a year, providing personalized services to each fan was a daunting task. information from their legacy CRM system into Microsoft Dynamics CRM. The club found that the flexibility of the system allowed them to tailor the solution to the needs of their customers. Benefits Problem Without a system to tie customer contact information to sales history and accounting, the club could not create targeted marketing campaigns or gain insight into their customers. They needed a way to become more sophisticated by gaining complete visibility into customer information. When sales contacted customers they needed to be able to identify their interests, and serve them as best as possible. The company is now able to respond to their customers immediately, and at the same time the internal processes to fulfil ticket sales have been streamlined. They have experienced improved data accuracy in the reporting processes and increased confidence in forecasts. The sales team can now easily track the interests of customers and provide better service. Personalized notes can be associated with each account so that when a sales representative is on a call, they can quickly get up to speed on the customer. They are able to better identify sales opportunities, ultimately helping them know their customers a little better. Remedy To address these issues the sports club deployed Microsoft Dynamics CRM. They provided the solution to 30 employees in the front office and migrated all contact 6

7 ColumbusServices The issues and challenges presented here and many more are addressed by ColumbusServices. We ve developed deep industry expertise in meeting the unique needs of service organizations across an array of industries including entertainment, marketing and advertising, financial services, manufacturing, and other demanding disciplines. ColumbusServices allows you to utilize the solutions and functionality you need. To learn more about the various components, visit ColumbusServices helps service organizations achieve better control of processes and improve the ability to exploit new business opportunities. This powerful solution brings your people, operations, and project management processes together to help manage the complexities of a global network. Our solution takes a holistic focus, taking into account both administrative and operational requirements. This ensures that information sent to the employee in the field, is also used for billing and monitoring, projects, and contracts. > > Microsoft Dynamics GP and Dynamics SL > > Microsoft Dynamics CRM > > Columbus BI (Business Intelligence Software) > > Columbus Development (SharePoint Services) > > Integration Tools >Columbus > SureStep+ 7

8 Introducing ColumbusSureStep+ At Columbus, we have the very best people working with our world class solution to ensure your success. Our proven SureStep+ methodology ensures a faster and less expensive implementation. A successful implementation means: > > Your business will be able to reap the rewards of your new solution with value delivered early > > Your project will be delivered on time > > Your project costs will be managed with no unforeseen overspend > > Your users will be proficient and excited about their new solution > > You will improve the operational efficiency and increase the competitive advantage of your business SureStep+ has been developed from years of product, industry and implementation experience. We have taken the standard Microsoft Sure Step methodology and significantly enhanced it based on over 6,000 Columbus projects. SureStep+: > > Ensures that all member of the implementation team are aligned and working towards the same goals and expectations > > Ensures that everything is well documented > > Includes a number of different project types so that your implementation methodology fits your implementation > > Is a methodology that Columbus uses across all the 40 global offices to ensure consistency 8

9 The ColumbusServices Real World Scenario Series REAL WORLD SCENARIOS Volume 1 Cases 1-4 real WorlD scenarios Volume 2 Cases 5-9 real WorLD scenarios Volume 3 Cases DELIVERING EXCEPTIONAL CUSTOMER CARE winning THE HEARTS OF your CUSTOMERS amplifying your sales MANAGiNG YOUR PiPELiNE with PRECisiON optimizing marketing efforts transforming marketing CommuniCations improve sales PLANNiNG LEVERAGiNG MOBiLE PRODUCTiViTY improving lead generation marketing BUILD THE FOUNDATION GAIN A COMPETITIVE ADVANTAGE AUTOMATiNG LEADs improving DECisiON MAKiNG driving marketing efficiency measuring success STREAMLINE SUPPORT CASES know your CUSTOMER MANAGiNG OPPORTUNiTiEs EFFECTiVELY managing Campaign lifecycles Volume 1 Cases 1 through 4 Volume 2 Cases 5 through 9 Volume 3 Cases 10 through 14 For more information on Columbus, our client s experiences and our solutions, please visit About Columbus: Columbus currently employs over 1,000 dedicated professionals working out of 41 offices in 21 countries. With more than 20 years experience and 6,000 successful implementations, Microsoft recognizes Columbus as a top global partner and has presented the company with virtually every award and certification available. Columbus is a part of the registered trademark Columbus IT

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