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Faster Problem Resolution and FCR with Microsoft Dynamics CRM

January 2nd, 2013 Bhavesh Ashani No comments

According to J.D. Powers & Associates’ 2012 U.S. Credit Card Satisfaction Study, the year 2012 marks the third consecutive year of increased credit card customer satisfaction.

With 2012 marking the sixth year of this study, the report measures customer satisfaction with credit cards by researching six key factors: interaction; credit card terms; billing and payment process; rewards; benefits and services; and problem resolution.

The study found that overall credit card satisfaction in 2012 averages 753 on a 1,000 point scale, a significant increase from the 731 in 2011 and 714 in 2010. The 2012 results rank as the highest customer satisfaction levels since the study’s beginnings.

One of the key factors in boosting these customer satisfaction numbers is satisfaction with problem resolution – which gained a 31-point improvement. This increase reflects the efforts that credit card companies have made to improve the handling of their customer problems year over year. According to the report, “credit card issuers have reduced the average length of time to resolve problems in 2012 to four days from five days in 2011. In addition, the study finds that credit card representatives are more likely to provide time frames for resolution, and those time frames are more likely to be met in 2012, compared with 2011.”

With problem resolution being such an important part of increasing customer satisfaction, having the right tool for keeping track of customer issues and solving them efficiently is crucial for improving customer service. With Microsoft Dynamics CRM, you get a comprehensive database for recording and storing customer problems and resolution, ensuring that you give your customers attentive, well-informed service and improve First Contact Resolution (FCR) – a key metric that can define the success of a customer service team.

And as the credit card industry shows, nowhere is customer service more necessary than the financial services industry. In fact, customer service is one of the most important factors in getting financial service institutions to differentiate themselves from the competition. By keeping close tabs on customer data and activities, financial companies gain the 360-degree visibility that supports excellent customer service and – an inevitable result – happy customers.   

With Microsoft Dynamics CRM as a customer issue tracking software, customer service representatives gain an in-depth service database that enables them to keep close tabs on each client. With Microsoft Dynamics CRM’s rich dashboard functionality, customer service reps can see at a glance their case load, and the details associated with those cases.

Microsoft Dynamics CRM provides easy-to-understand, graphic  data representations in the form of dashboards. Users can personalize their  dashboard graphs for key KPIs and also select data that is related to their day  to day tasks

Figure 1: Microsoft Dynamics CRM provides easy-to-understand, graphic data representations in the form of dashboards. Users can personalize their dashboard graphs for key KPIs and also select data that is related to their day to day tasks.

A Microsoft Dynamics CRM dashboard can be configured to display any of the data that is most important for a customer service rep to follow on a daily basis – such as case mix, case priorities, case resolution, case aging, etc. Microsoft Dynamics CRM’s dashboard functionality is particularly impressive in that not only can a representative create their own personal dashboard, but there is also the ability for dashboards to be created and applied across the company, across a specific department, applied to certain roles/individuals, etc. The right information is always placed at the respective person’s fingertips.

All the graphs display data real-time and can be drilled down into. For example, if a customer service manager wants to see information on what problems are being most frequently reported, he can simply drill down by clicking on the chart or relevant slice of a chart to view the underlying cases.

By clicking into the dashboard, a user is able to see the  underlying cases and also a summarized chart showing the types of problems that  are causing the cases to come up

Figure 2: By clicking into the dashboard, a user is able to see the underlying cases and also a summarized chart showing the types of problems that are causing the cases to come up.

In this example, by getting insight into the type of problems that are most frequently recurring, a customer service manager can take proactive steps to work with other teams such as design and engineering and fix the problems that result in cases. For example, one of our customers, a bank, found by using charts in Microsoft Dynamics CRM that nearly 50% of their cases were related to online login and password issues. By redesigning the login page and improving usability, including adding automated ways to retrieve a password, Ignify was able to reduce the customer service costs by 45% and also improve customer satisfaction in the process.

But as a testament to the flexible, configurable system, you can change the information you would like to view in both the chart and the list by clicking the dropdown arrow above the chart and a host of other options appear – allowing you to analyze past history or current cases by whichever parameter you wish to view (see Figure 3). For example, you can see case load distribution by looking at customer cases by owner, or cases by source, e.g. email, phone, web, thus allowing you to understand which inbound channel to staff up for support. This ability to instantly view different data with inline dashboards enables you to get a summary of a lot of information and to gain greater insight very quickly.

Microsoft Dynamics CRM provides the ability to create custom charts and dashboards in seconds using whichever parameters you wish

Figure3: Microsoft Dynamics CRM provides the ability to create custom charts and dashboards in seconds using whichever parameters you wish. 

If you see in the list that there’s a particular case that you want to get more specific details on, or if there’s one you’re personally working on and need to edit or review, you can simply click on the individual case in the list and view the full case record. The case important information as the title of the case (the reason the customer contacted your company); what category the case falls under; the type of case it is (whether it’s a problem, a request, a question, etc.). Microsoft Dynamics CRM can automatically assign a case owner based on a set of rules, or leave this in a queue for the first available agent to pick it from the queue. In addition, Microsoft Dynamics CRM can automatically create follow-up activities such as a customer satisfaction survey or a follow up phone call (see Figure 4). 

Rich details on a case including how the case originated, priority, and hints with potential knowledge base articles can help solve the problem and improve First Contact Resolution (FCR)

Figure 4: Rich details on a case including how the case originated, priority, and hints with potential knowledge base articles can help solve the problem and improve First Contact Resolution (FCR).

A particularly helpful feature of Microsoft Dynamics CRM is the availability of a knowledge base – in other words, a database containing articles on how to troubleshoot customer problems. With this knowledge base, you and your team members are able to write and upload helpful how-to guides on fixing customer problems. Having this database is especially helpful for common questions or issues – by instantly accessing an article that explains how to fix a problem step-by-step, a representative can provide a quick resolution to the problem, which puts the company in a very positive light with the customer.  

What makes the knowledge base really powerful is the ability to automatically recommend knowledge base articles based on the case specifics and past incident history, as shown in Figure 4. This can help customer service representatives improve both resolution time and improve probability to get the case resolved at first contact, thus pushing up FCR and customer satisfaction.

Microsoft Dynamics CRM’s knowledge base provides customer service representatives with a wealth of instantly accessible, highly informative articles on solving customer issues or questions

Figure 5: Microsoft Dynamics CRM’s knowledge base provides customer service representatives with a wealth of instantly accessible, highly informative articles on solving customer issues or questions.

No customer likes to be kept waiting for an answer or a problem resolution – and with Microsoft Dynamics CRM, they don’t have to. If you have any questions about Microsoft Dynamics CRM or how it can help improve your company’s customer service response time, please email us at crm@ignify.com.

Bhavesh Ashani is Vice President of Customer Satisfaction at Ignify. Ignify is a technology provider of CRM, eCommerce and ERP software solutions to businesses and public sector organizations. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

CRM Buyers Guide Released by Technology Evaluation Centers features Microsoft Dynamics CRM

November 22nd, 2011 Bhavesh Ashani No comments

The Technology Evaluation Center (TEC) released its annual CRM buyers guide: Innovations in CRM. Microsoft Dynamics CRM is featured prominently in the guide in three case studies. One of the case studies is an Ignify Customer – Associated Foreign Exchange (AFEX). The guide highlights Microsoft Dynamics CRM’s differentiators such as offline access, integration to Outlook, free mobile access through Mobile Express, and ease of use with a familiar user interface.

We are very pleased to see the recognition of Microsoft Dynamics CRM and Ignify in the CRM Buyers guide. You can download the guide here.

Bhavesh Ashani is Vice President at Ignify. Ignify is a technology provider of CRM, eCommerce and ERP, software solutions to businesses and public sector organizations. Ignify is winner of Microsoft Partner of the Year in 2011. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

Tools within Microsoft Dynamics ERP Streamline your Retail Business

September 14th, 2010 Bhavesh Ashani No comments

Retail enterprise resource planning (ERP) software is now being utilized by more and more businesses as managers are searching for ways to streamline operations while also improving productivity. Retail enterprise resource planning software is focused on the activities necessary for a retail business. This typically includes any information relating to transactions and operations such as accounting, billing, inventory, and supply chain management. The right application would allow for a better coordinated workforce and enhanced customer service.

Microsoft Dynamics® AX for Retail is a comprehensive solution designed specifically for midsized and enterprise specialty retailers. Connecting point of sale, store management, and merchandizing with enterprise resource planning (ERP), Microsoft Dynamics AX for Retail helps retailers reduce complexity across their organization. The real time data allows you to instantly monitor the cash flow and sales patterns. The following tools are perhaps the most important:

  • Customer service management: It is the customers who should be seen as the biggest asset of any business. It is vital to constantly be trying to attract new interest as well as retaining past clients. The larger your customer base the harder it is for their needs to be addressed on time. Microsoft Dynamics AX would help to ensure that there is a fast flow of information between the sales department and other teams to keep the customers happy.
     
  • Human resource management: No business will be efficient without a well-motivated and organized workforce. By choosing Microsoft Dynamics AX, you would be able to more effectively manage the payroll, recruit new employees, assess performance, and monitor attendance.
     
  • Financial management: One of the most difficult aspects of running a business is keeping on top of the financial reports and tax requirements. Microsoft Dynamics AX would allow you a more accurate understanding of the financial situation and also when any payments are due.
     
  • Supply chain management: To maintain a healthy balance sheet it is vital for a business to understand correctly the prevailing market conditions. Microsoft Dynamics AX would give for a better understanding of the current relationship between supply, demand, logistics, and distribution.

Microsoft Dynamics AX for Retail streamlines all important areas of your retail business. If you're interested in learning more, contact us for a free demo of Microsoft Dynamics AX for Retail. Ignify is a technology provider of ERP (including Microsoft Dynamics AX), CRM, and eCommerce software solutions to businesses and public sector organizations.

Bhavesh Ashani is Vice President at Ignify. Ignify is a technology provider of ERP, POS, CRM, and eCommerce software solutions to mid-market and enterprise businesses and public sector organizations. Ignify is a Top-tier Microsoft Gold Certified partner ranked in the Microsoft Partner of the Year for Retail in 2010 and both the Microsoft Dynamics Inner Circle and the Microsoft Dynamics Presidents Club in 2009 . Ignify offers Microsoft Dynamics AX, Dynamics AX for Retail POS and the Dynamics CRM, Loyalty Management solution for retailers and to several other businesses. Ignify has been included as the fastest growing business in North America for 4 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine. Ignify has offices in Los Angeles, Silicon Valley, Nashville, Chicago, Toronto, Manila, Pune and Bangalore.

Why you Should Utilize xRM to Accelerate your Business Applications

June 4th, 2010 Bhavesh Ashani 1 comment

Microsoft Dynamics CRM is a core application, but many of you may not know that it also has a powerful and flexible application development capability that allows for customized tools built on Microsoft Dynamics CRM, better known as xRM. A broad range of companies around the world are using xRM to accelerate the development and deployment of high-impact business applications — whether on the premises or in the cloud via Microsoft Dynamics CRM Online.

Customers like you are benefiting from using Microsoft Dynamics CRM in new ways and realizing their full potential through the use of flexible business applications, like xRM. Here are some examples from the Microsoft News Center:

  • The Arbor Day Foundation, a U.S. nonprofit organization, has designed 15 relationship management applications to organize charitable events, grant management and outreach for fundraising efforts. The foundation estimates that it reduced application development time by 300 percent, enabling more efficient and responsive interaction with partners and sponsors.
  • The Product Release and Security Services (PRSS) team at Microsoft designed product release relationship management solutions that increased product release compliance to 98 percent and accelerated product time to market across the company by up to 94 percent.
  • Comag Marketing Group, a U.S.-based marketing firm, has consolidated more than 40 disparate relationship management applications and is planning to consolidate another 80 applications. By standardizing on Microsoft technology, it has drastically reduced the cost of administering all these applications.

To find out more about the capabilities of Microsoft Dynamics CRM and xRM, contact us by calling 888-446-4395 or emailing dynamics@ignify.com. Ignify is a privately-held Deloitte FAST 100, ISO 9001 certified company focused on the mid-market and enterprise business space for ERP, CRM, and eCommerce implementations.

Bhavesh Ashani is Vice President at Ignify. Ignify provides design, consulting and implementation services for ERP, CRM initiatives for mid-market and enterprise businesses. Ignify is a Top-tier Microsoft Gold Certified partner ranked in both the Microsoft Dynamics Inner Circle and the Microsoft Dynamics Presidents Club in 2009. Ignify offers a comprehensive set of Business to Business (B2B) and Business to Consumer (B2C) eCommerce solutions for increasing online sales while lowering overall operation costs. Ignify has offices in Los Angeles, Silicon Valley, Nashville, Chicago, Toronto, Manila, Pune and Bangalore.

Three Top Reasons Why Microsoft Dynamics CRM Online Wins Over Salesforce.com

May 3rd, 2010 Bhavesh Ashani No comments

When you’re in the market to buy a CRM solution, a quick rundown of benefits is ideal in order to start on the right path of your search. Microsoft came out with a CRM Online Service Update in November of 2009 that provides customers with concrete examples of why you get more value for less money with Microsoft Dynamics CRM compared to Salesforce.com. We would like to highlight the main differences between the two products to help you compare and to make your buying decision an easier one:

  1. Storage Capacity – Microsoft Dynamics CRM Online has 5 GB of storage and Salesforce.com only has 2 GB. Microsoft Dynamics CRM Online offers additional storage at $119.88/year for 1GB of data/file storage compared to Salesforce.com – $250.00/year for 1GB of data storage and $60.00/year for 1GB of file storage.
  2. Mobile Access – CRM Online offers Mobile Express for free, where as Salesforce.com Mobile Edition is an additional cost per user per month.
  3. Offline Access – Offline access allows users to be able to view relevant data from the CRM system when they are not connected to the Internet or corporate network. This can be invaluable to sales persons and executives that are often on the road. CRM Online offers many “offline” options that Salesforce.com does not. Offline access is free whereas there is an additional cost per user/month for Salesforce.com Professional Edition. Salesforce.com doesn’t provide an Offline CRM client; it provides a “briefcase”. You can’t view all standard objects (such as quotas, forecasts and cases) and all custom objects offline. 

In terms of functionality there is a significant difference between what CRM offers in terms of functionality and what Salesforce.com offer as shown in the figure below.

Figure 1. Functionality Coverage between Dynamics CRM and SalesForce.com
Figure 1. Functionality Coverage between Dynamics CRM and SalesForce.com
 

If you are interested in a detailed evaluation guide on selecting a CRM system see this white paper written by our CEO Sandeep Walia.

To find out more about the capabilities of Microsoft Dynamics CRM, contact us by calling 888-446-4395 or emailing dynamics@ignify.com. Ignify is a privately-held ISO 9001 certified company focused on the mid-market and enterprise business space for ERP, CRM, and eCommerce implementations. The company provides design, consulting and implementation services for ERP, CRM initiatives for mid-market and enterprise businesses. Ignify is a Top-tier Microsoft Gold Certified partner ranked in both the Microsoft Dynamics Inner Circle and the Microsoft Dynamics Presidents Club in 2009. Ignify offers a comprehensive set of Business to Business (B2B) and Business to Consumer (B2C) eCommerce solutions for increasing online sales while lowering overall operation costs. Ignify has offices in Los Angeles, Silicon Valley, Nashville, Chicago, Toronto, Manila, Pune and Bangalore. For more information, visit http://www.ignify.com.

by Bhavesh Ashani, Vice President – Ignifya California Microsoft Dynamics CRM Partner