Improving Customer Service with Microsoft Dynamics CRM

Posted on: February 5, 2024 | By: Page Wildridge | Microsoft Dynamics CRM

Microsoft Dynamics CRM is a popular tool for small to mid-market businesses looking to improve their customer service. In this blog, we will discuss the top five biggest service reasons our clients have switched to Microsoft Dynamics CRM.

1. Increased Visibility

Today, most organizations keep their customer feedback in various different places. Individual Email accounts or a general email account are quite common. Typically, when there is a customer service issue, one team member will work with the client to resolve the problem. However, this method does not provide a way to keep track of all the complaints and to see overall what has gone wrong. With Dynamics CRM, you can see your customer feedback on a singular dashboard. This allows you to track which clients have called about which issues, and how often they are having problems.

2. Creating Sales Opportunities

If a customer is calling repeatedly about an issue, they may be using the wrong product for their needs. Additionally, they may need to be better trained about the product. By keeping track of this information, your team can track potential sales opportunities. While it may seem odd to turn client feedback into sales, if your client isn’t using the best product for their needs, making that switch will be extremely beneficial to them.

3. Deepening your Customer Relationships

Today, customers expect their suppliers and vendors to quickly and efficiently address their questions and customer service needs. If your organization does not have a system for keeping track of your service requests, you may not be able to respond quickly or lose track of issues and complaints. Eventually, customers could become frustrated and find a more customer centric provider.

4. Recurring Issues

If your business is getting a lot of similar customer service requests, you may need to make a change in your processes. For example, there may be an issue with your product that you did not foresee before your customers had issues. If you have a specific product that is fragile or overly complex, you will be able to track these trends through your CRM. Overall, by tracking, you can understand and adjust your staffing levels. Then, you can assemble your team in the strongest way to resolve your issues.

5. Improving Sales Time

When your sales team is working with a client, they usually are the first point of contact for your client if they run into issues with your product. A member of your sales team can get bogged down with trying to both help with customer service and attempt to create new sales. By utilizing Microsoft Dynamics CRM, you can track client issues to ensure that their needs are being met by the right person at your company. For example, if your client does not know how to use the product, they can be properly trained by someone in customer service. This optimizes the time of your sales team to ensure they spend their time generating new business.

Next Steps

Logan Consulting, a proud Microsoft partner, is committed to ensuring its clients get the most out of their CRM. Contact us today to speak to an expert about what Microsoft Dynamics CRM can do for your business.

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