True customer relationship management software is all about improving the level of customer care that you are able to offer your clients. Microsoft Dynamics CRM is further enhanced by the release of the Customer Care accelerator (CCA) which focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying it in a single user interface.
The core Customer Care business scenarios highlighted by this accelerator include the following:
1. Integrated desktop: Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions. Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
2. Eliminating Duplicate Data Entry: Organisations can streamline business processes by creating desktop automation workflows. Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimising duplication helps to reduce human error and ensures a consistent customer service experience.
3. Computer Telephony Integration (CTI): Organisations are provided with a consistent framework to connect CTI systems with key line of business applications.
4. Activity Reporting: Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks.
As with all the other Microsoft Dynamics CRM 4.0 accelerators, CCA is available as permissive shared source and is a reference example that can be adapted to fit the needs of a customer as well as additional business scenarios.
Pythagoras is a company that is experienced in providing xRM (Anything Relationship Management) and CRM (Customer Relationship Management), Accounts and integrated business solutions for businesses across a broad range of industries and products. Pythagoras is a Microsoft Dynamics CRM Gold Partner with offices in London, Maidenhead and Manchester.
