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Service Management- A Business Priority to Retain and Enhance Customer Base

By xrmlabs webmaster on 9/2/2013

Every business activity starts with either marketing or sales as a core area to increase profitability of a company. These days only focusing on these two departments might not help to overcome your rivals. Today the ‘Businesses are Service-Oriented’ and the ‘Customer loyalty is Service-Specific’. For competing in market one has to be on-its-toe for providing best service possible. Service not only means maintenance and technical support but it also means dealing with every problem faced by the customer. The problem or query may be tiny but it should be dealt with the same enthusiasm as any other major thing. Customer should feel satisfied after your customer care unit responded to him/her.

For providing best service experience Microsoft Dynamic CRM 2011 is widely used by the companies. Best companies don’t risk their service management issues. They are dealing to every need of their customers. This is the only low cost solution to the problem facing economy.

Service Management and Scheduling module of the Microsoft Dynamic CRM 2011 helps in efficient Service Management. The entities are associated to real world. The entities like Cases, Contracts, and Knowledge Base articles, Queues, Subject Trees and Dashboards help in real life implementation of Service Management of any company.

Cases- contain all the information about any request, complaint or problem faced by the customer.

Contracts- they are generally post-sale service contracts. They have a particular start and end date.

Knowledge Base- these are knowledge based articles is a database of information related to problem resolution method, FAQ’s, trouble shooting information, etc. It helps in training of new staff as well as in reducing problem resolution time.

Queues- they are created by the administrator, it can be user or team based. A Queue contains the cases in a particular order. As soon a user gets free from its present case, he/she can pick up the next case from the queue. It helps in efficient utilization of staff as well as case management.

Subject Tree- It is a hierarchical structure based on the business in focus. It defines the categories for cases, Knowledge base etc. based on the product line.

Dashboards- It helps in analyzing the activities and performance management of staff. Managers used it with charts to get detailed and effective representation of their most needed information.

All these entities are used to do the following:
1.To Track, Manage and Resolve cases
2. Efficient Customer service
3. Defining the Service Management Flow better
4. To track the work assigned up to its completion
5. Searching cases based on their priorities.
6. Contract Management
7. Training Material for new Customer Support Staff
8. 
Reporting and Charting of important information

administrator
best service
case priorities
Cases
Charting
Contract Management
Contracts
Customer Support Staff
Dashboards
efficient
Efficient Customer Service
hierarchical structure
Knowledge Base articles
low cost solution
maintenance
Manage
Microsoft Dynamic CRM 2011
performance management
post-sale service contracts
product line
Queues
Reporting
Resolve
Scheduling
Service Management
Service Management Flow
Service-Oriented
Service-Specific
Subject Trees
technical support
Track
Training Material
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