Manage Accounts with Insight and Collaboration

• Boost agent productivity with a familiar user interface that is natural and personal.
• Create business connections across CRM activities and entities.
• Build teams with users from multiple business units to own records and assigned roles.
• Audit changes to business data with automatic notification.
• Enable role-based access and permissions to accounts and data.

Enhance Customer Service with Insightful, Actionable Intelligence

• Track and measure performance for organizations, business units, teams, and individuals.
• Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI).
• Stay current with dashboards of customizable real-time analytics.
• Import and export Microsoft Office Excel spreadsheets in real time.
• Use built-in reports or customize with Report Wizard.

Respond to Cases Quickly and Precisely

• Respond to cases faster with access to complete case and customer data.
• Use guided business processes and scripted dialogues to deliver fast and precise service.
• Manage cases across individual and team queues that are user friendly and configurable.
• Personalize data views, dashboards and navigation; pin favorites to workstation.
• Flexibly manage cases across channels for customer convenience.  

Simplify Contract Management

• Simplify contract management to develop and revise customized customer contracts.
• Use workflow to trigger activities to help agents consistently deliver the right level of service.
• Gain actionable insight to help agents sell more service and support contracts.
• Give agents real-time access to views of service eligibility for each customer.

Get the Right Information at the Right Time

• Increase first contact resolution with the built-in knowledge repository.
• Speed case handling by making it easy to find information with familiar tools.
• Avoid duplicated efforts by using cross-channel knowledge and collaboration.
• Use familiar and graphical tools to track and monitor the flow of knowledge.

Integrate Mobile Express for Microsoft Dynamics CRM

• Deliver notifications and alerts through mobile devices.
• Manage and update service schedules and appointments.
• Access and send CRM customer service data via any web-enabled device.
• Drag and drop configuration and forms design for mobile devices.

Streamline Scheduling with all Resources Required to Perform a Service

• Schedule services and resources to serve customers effectively.
• Save time with familiar and easy scheduling tools.
• Stay connected across teams with a centralized view of service calendars and resources.
• Use familiar tools to set up and manage reoccurring appointments in CRM.

Establish Processes that Facilitate a Connected Organization that is Collaborative Integrated

• Save time and money by allocating items to queues based on inquiry type or any custom entity.
• Automatically assign activities to specific agents or teams; define role-based and security-based views.
• Establish rules-based approvals and escalation to route cases to the right person.
• Personalize workflow with point-and-click tools; use conditional branching and nesting.