Extend MSCRM Service to deliver a service level agreement response and escalation to all customer service interactions.

Automate the escalation of cases and complaints, improve case closure with automated follow-ups and reminders, keep staff, clients and management informed as cases progress and configurable automated escalation and notification process's to never breach an SLA again.

A fully integrated CRM addon module that enhances MSCRM to deliver a full customer service management solution to your Microsoft Dynamics CRM deployment with the following features:-

Case prioritisation, Service level escalation, Case escalation stages, Management escalation based on case priority and SLA status

Overview:

The tracking and management of Helpdesk Calls or Customer Complaints is a vital part of your business. This addon is designed to be flexible, comprehensive in its capabilities, and completely integrated with Microsoft CRM.

As with all Microsoft CRM extension modules, the Customer Care Module delivers rapid "time to value". It is an enterprise-wide call management system designed to leverage the power of Microsoft CRM. Customer Care is a repository for information about any help requests received by your organization. Help requests are recorded, tracked, and escalated to ensure rapid resolution, thereby improving service levels and increasing customer satisfaction.

Main Features:

• Provides complete control over Help Desk calls and/or Customer Complaints
• Tracks activities by call & by individual, and automatically escalates to a supervisor or to a different group after a nominated/predetermined time
• Unique workflow capabilities include automatic generation of email advice to clients and call assignees
• Designed as a Custom Entity for Microsoft Dynamics CRM
• Fully customizable
• Assigns individuals or sections to calls, and records the activities undertaken
• Staff are automatically advised in a timely manner of issues that affect them
• Empowers staff with a single, mobile point of information entry and access, workflow, and collaboration
• Intuitive to use, with the same look & feel as Microsoft CRM
• Customizable reports utilizing Microsoft Reporting Services

Achieve maximum value from your investment in Microsoft Dynamics CRM. Extend and enhance Microsoft Dynamics CRM with a powerful, completely customizable suite of web-based tools to effectively integrate the processes that make your business profitable, managing people, time, costs, and customers with a secure, scalable, affordable, and user-friendly solution.