Ross Dembecki Lead Product Manager Brad Beumer Global Solution Architect Is a flexible business application that helps organisations increase business productivity and drive connections across people processes and ecosystems ID: 157478
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AP107 Customer Care Accelerator
Ross Dembecki / Lead Product Manager
Brad Beumer /
Global Solution ArchitectSlide3
Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems
AP029: Selling
Dynamics CRM: The sales productivity
proof points
AP049: Microsoft
Dynamics 2011 and the Cloud
AP107: Customer Care Accelerator
AP115: xRM Framework: A Faster
Way to Build Business
ApplicationsSlide4
Figure 1:
Magic Quadrant for CRM Customer Service Contact Centers
GARTNER – Service
“
The user interface is
intuitive
and appeals to broad audiences familiar with the look and feel of Microsoft's applications.”~ Michael
MaozSlide5
Mid-size Companies
Small Businesses
Large Enterprises
Global Customer Success in
Customer ServiceSlide6
Why Invest in Customer Service in a Tough Economy?
Maximise the value
of every existing customer relationship
Retain customers and market share
Deliver full visibility
into customer-facing processesSlide7
Service & Customer Experience
80% of top firms believe they offer customers a “Superior Experience”
Only 8% of their customers said these companies provided a “Superior Experience”
Bain & Company study, 2008Slide8
Better Customer Service Drives
Company Value
“…companies with high customer satisfaction scores …
produced higher stock returns
, and their stock values and
cash flows have been less volatile
.”
Harvard Business Review, 2007 Slide9
Drivers for Improved Customer Experience
B2B vs. B2C
Easy vs. Complex
Urgent vs. Whenever
Less is More
Reduce complexity
How much training is required?
Hype Conversion
Involve your best people - customers
Contextual Service
Self-Service / Community
Agent Productivity
3 Key Priorities for Customer ServiceSlide10
Contextual Service
Complex
Urgent
Casual
SimpleSlide11
Agent Productivity
Agent churn is a reality –
worldwide
Technology is the only solutionTechnology needs to be familiar, user-friendly and yet powerfulSlide12
Maccabi: Serving the Healthcare Needs of Israel’s Citizens
2
nd
largest public/private,
comprehensive healthcare
organisation in Israel
Serves 25% of the population of IsraelAdministers for 9,000 doctors and other caregivers across the country160 clinics and medical centres24x7 Medical and Admin Contact centre1,000+ users of Dynamics CRM contact centre system Slide13
Involving the Community
Social Media (e.g. Twitter) has its uses…
Moderated forums are excellent way to provide service (cheaply) and support the brand
Ask how this improves both experience and economics?
The New York Times, 2009Slide14
Using Community to
Report
Graffiti
Queensland council with 1,000 employees providing host of services to large areaIncident Management is a important community service provided by the council
Graffiti Management was first stepInvolves community in virtuous cycle…
Modest investment that involves community and provides backbone for other incidents
Systems like this do not work without participation from communitySlide15
Customer Care Accelerator for Microsoft Dynamics CRMSlide16
What Can
CCA Do
?
Integrated Agent
Desktop
Centralised
Management
CTI Integration
Auditing & Reporting
UI Task
Automation
Improve
Integrate
Measure
Streamline
Unify
Unify agent experience
Simplify and speed CTI integration
Automate and
streamline
customer care activities and processes
Audit, track and report on activities and performance
Simplify cross system implementations through
centralised
managementSlide17
Demonstration Slide18
Auditing & Reporting
Audit and report on customer care activities
Audit
agent activity within each customer interaction to track efficiency and adherence to best practices.
Provide visibility into agent activities using templates and custom reports.
Measure performance
and identify and prioritize opportunities for improvement.Slide19
Integrated Agent Desktop
Enable user-interface integration
Aggregate
information from
various systems into
an integrated agent
desktop.
Provide
context-based access to applications and capabilities.Automate manual data entry tasks and reduce the need to switch between applications.
Simplify creation of an integrated agent desktop with code samples and controls.Slide20
Improved Customer Experience
Delight customers with fast and accurate service
Improve first call resolution by consolidating applications in a single desktop and giving agents access to the right information at the right time
Minimize agent effort and errors by removing the need to manually copy information between applications with UI automation.
Delight customers by giving agents access to tools to automate UI page flow and enable consistent, superior customer experiences.Slide21
Computer Telephony Integration
Facilitate computer telephony integration, chat and email
Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows.
Speed and simplify integration of CTI systems with code samples and development tools.
Provide interfaces for chat and email .
Simplify lookup of customer information from back-end databases and existing systems.Slide22
Session Management
Handle multiple customer sessions across multiple channels
Give agents the ability to handle multiple customer interactions across multiple channels at once without losing their place.
Move customer interactions between agents and experts without requiring customers to repeat information.
Provide complete visibility into the history of all customer interaction sessions.Slide23
Centralised Management
Centrally manage and configure applications
Manage configuration of the agent desktop through a central, Web-based console.
Update configurations easily when business needs change or applications are added.
Reduce costs by taking a unified approach to application user interface consolidation.Slide24
Evolution of the Customer Experience
CCA Innovation Journey
Customer Care Accelerator (CCA) for Microsoft Dynamics CRM
SOA Advanced Application
Block (SAAB)
Microsoft platform advances in SOASlide25
CCA
Release 2.0 (2011)
25
Built-on Microsoft Dynamics CRM 2011 and will focus on
three themes
:
Release
scheduled just after CRM 2011 On-Premises RTMSlide26
Global
CustomersSlide27
Barclays
Solution
Customer
Business Challenge
Customer
Results/Benefits
Manual system of e-mail, spreadsheets, and paper files often stretched resolution times
Lacked the tools to collate, track, and report meaningful data
No Structured process to handle sales lead
Microsoft Dynamics CRM was selected because: easy to use, learn, and integrate
Microsoft
Gold Certified partner –
Tradesoft implemented the solution in the bank call
centre
, branches, & sales centre
80% decrease in escalations25% drop in customer complaints22% decline in costs
15% increase in customer satisfaction scores
Recently given a top Customer Service ranking
Project Mission: Improve Customer CareSlide28
North American Health Plan Operator
Solution
Customer
Business Challenge
Customer
Results/Benefits
Manages several state
level contracts to deliver member
health services
The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA
requirements in new state contracts,
and reduce administrative costs associated with sales and marketing
1000 agentsMicrosoft and Avanade are teaming to deliver a solution based on Microsoft Dynamics CRM with the Customer Care Accelerator to meet customer’s challenges
Solution will manage customer relationships
, cases, campaigns, leads, and opportunities.
Will deliver:Single view for managing member e-mail, appointments, tasks, and contacts
I
ncrease
employee efficiency and reduce costs Maximize the usability and convenience of their investment in tools and technology
Recent Win: Create a Single Member View & MDMSlide29
Customers in Australia and New Zealand
2 of the 4 Major Australian Banks
Contact Centre & Operations
Bringing together disparate systems
SOA is the long-term strategy and CCA is providing an integration tool for legacy applications and Web servicesRecent Win: Public Sector
800 citizen service
agentsSlide30
How Do I Get There?
Pilot
Phase
I
Phase
II
FutureInnovationProve the business caseOperational improvementsCTI
Session management
WorkflowSingle Sign-on3-6 Months
Drive additional business benefitsIntegrate web servicesImplement features such as session transfer and sharingReporting2-4 Months
Analyse
new customer care areas where CCA can provide benefits
New brandsNew channelsQuarterly ReleasesExtend automations
Unified customer
touch pointsTimeline
ROICustomerExperienceSmarterAgentEfficientOperationsSlide31
Call To Action
CRM Accelerators enhance the functionality of Microsoft Dynamics® CRM business software without the costs typically associated with custom development and software acquisitions.
Use
this accelerator to help you deliver
solutions that drive better, more consistent care by consolidating applications in a single desktop and giving agents access to the right information at the right
time.
To download the Customer Care Accelerator for Microsoft Dynamics CRM, visit http://crmaccelerators.codeplex.com Web: http://crm.dynamics.com Twitter: @rossd_crmSlide32