3 Ways to Maximize Customer Success from Dynamics 365 CRM 

Posted on: February 20, 2020 | By: Julia Paul | Microsoft Dynamics CRM

Microsoft CRM Partner Chicago

Microsoft Dynamics 365 CRM applies a lot of different metrics in providing an efficient way for businesses to stay on top of their customers. In this blog, we will share 3 ways to use CRM to get the most out of your business. At Logan Consulting, a Chicago based Microsoft CRM partner, we believe that building relationships with our customers is essential for providing the best service possible. CRM keeps track of customers key information, making sure you can be there whenever they’re in need.

Below are 3 ways to get the most success from using Dynamics 365 CRM software.

Track customer issues through cases & record all the interactions 

Creating support cases on Dynamics 365 Customer Service is a way to keep track of when a customer requests an issue. When customers need support with questions, problems, or requests, a customer service agent can easily check if this customer has had an existing case. They can also open a new case to start tracking the issue. The priority of the issue is then recorded, and the process continues. The service queue is where you can escalate, reassign, or put a case back in place. Before the help is provided to the customer, you can check the customers entitlements to see what they’re eligible for. CRM is also responsible for checking to see if the request or problem was handled properly.

Create queues, and route cases to the right channels. 

A queue is a huge entity in Dynamics 365 CRM. It’s the place where you can hold anything that needs to be completed and worked on. It gives you the ability to prioritize certain items listed in the queue and filter to specific users and teams. Creating a queue can help CRM users request for documentation to support a campaign, or to get technical support for service requests. A queue can also engineer drawings needed for a quote and activity assignments to a department where many people can respond.

Routing rules in Dynamics 365 can be used to automatically route cases to the right people at the right time without manual intervention. They are there to guide Dynamics 365 to direct cases in the right location. Routing rules can also be used to route cases that are escalated to specific queues directly from the cases records.

Information Sharing / Outlook 

Dynamics 365 CRM makes it quick and easy to share information among colleagues and clients. With having Outlook traced back to the CRM software, all the contacts are in sync, so communication is significantly easier. Dynamics 365 turns Outlook into a single place where both communications and client data can be managed. It makes it possible to get the right information to the right people. CRM gives you the tools to assure that the right data is provided to the right employees via Microsoft Outlook. All marketing pitches, lead data, and sales call information are placed in a central location.

So, with using a CRM software to help run your business, like Microsoft Dynamics 365, you will find it to be more productive when trying to help customers and communication with them. From creating support cases, to having effective routing rules, and to make communication easy with Outlook, you will start to see a successfully managed way of dealing with customer service.

Interested in learning more about Microsoft Dynamics 365 CRM? Feel free to contact Logan consulting, a Microsoft Dynamics 365 CRM Partner in Chicago.

 

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