As part of the general availability of the Spring 2016 wave of Microsoft Dynamics CRM, Microsoft will extend the power of the Internet of Things (IoT) to customer service. With Connected Field Service, companies will be able to leverage the potential of predictive maintenance to drive better business outcomes, not only to the point of sale, but long after the initial purchase as well.
Microsoft will introduce its out-of-the-box field service capabilities in the Connected Field Service preview beginning June 7 at its Customer Driven event.
Organizations using the service capabilities for Microsoft Dynamics CRM will be provided with a 360-degree customer view, including critical data from social interactions and voice of the customer feedback, apart from real-time and historical insights delivered on a unified platform ensure contextual, personalized and consistent engagements.
84 percent of online consumers use web or mobile self-service to find the answers they need on their own. By offering them branded self-service options that leverage an organized, searchable knowledge base to deliver consistent, up-to-date answers and personalized information, and a community experience for peer-to-peer support and direct interaction with your subject matter experts, the self-service capabilities for Microsoft Dynamics CRM, can be localized on product and Facebook fan pages, or embedded within kiosks and games.
The new capabilities empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. A dynamic interface presents contextual tools, guidance and data, with faster resolution of challenging issues by harnessing the knowledge of peers across internal and external teams with Yammer and Skype for Business.
The service capabilities for Microsoft Dynamics CRM empower agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps, from a centralized user interface, so they can manage cases faster and provide a differentiated level of support.
This service offers ‘world class’ customer experiences while maximizing efficiency and minimizing costs. Its mobile-enabled solution provides a comprehensive set of tools and insights designed for high-touch interactions, empowering enterprises to create positive and memorable customer experiences.
The field service capabilities for Microsoft Dynamics CRM keep the customer at the center of your business through smart scheduling and optimized resource utilization — providing a faster time to ROI. The project service capabilities for Microsoft Dynamics CRM unite people, process and technology to deliver on-time, on-budget professional engagements, making the organization an integral part of the entire customer journey.
It also helps to identify trends, anticipate opportunities and gain insights into customer behavior, agent
productivity and onsite service experiences, while delivering real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities. The service capabilities for Microsoft Dynamics CRM empower organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.