How can a Microsoft Dynamics CRM System improve your Customer Service?

Rachel Pizzino, 05 September 2010

Although Microsoft Dynamics CRM does not speak and cannot contact your customers like a real person would, it can do something quite amazing. It creates a sales tool that is so useful to your business that once you start using it, you won’t be able to go back to the archaic days of not having a simple and centralized business process for your staff to follow. It gives a voice to your team to know the history you’ve had with the customer and what a likely future outcome may be to either sell or market to them.

Customer service is not just slapping on a smile and always saying ‘yes’ to the customer. It knows them and their history with your company. Perhaps even knowing their buying patterns and what products you may be able to sell to them and when. Customer service has matured to be an actual relationship with your customer and the customer expects you to know them and their next step.

Using Microsoft Dynamics CRM for customer service takes the mystery out of selling and you can stop guessing what you talked about last with your client. You can look through the history and see who on you staffs has been in contact with them, what has been said in emails and notes that another sales person has on the client. Dynamics CRM shows the products that you have quoted the customer and the items that were actually invoiced. Knowing all this information is useful not only to your sales team, but to new staff and management.

The manager can now, better than before, pair certain staff with certain customers. This can all be based on the sales persons experience with a specific product or region that the customer may be from. It simplifies the guessing work for your team and the customer. Your customers expect your staff to have all the answers, and now you can easily place the customer with the person who knows best.

It’s all in the CRM system. It’s simple, centralized and easy to use. Customer service can’t get better than Microsoft Dynamics CRM.