Also known as Dynamics 365, Microsoft Dynamics CRM is a CRM (Customer Relationship Management) software solution. This solution is used to manage interactions with stakeholders, prospects, customers and any other contacts your company may have.
Dynamics 365 has a customer service functionality that includes case management. Many companies now use Dynamics CRM ticketing systems to manage cases. These cases range from basic requests, customer complaints or service issues to mention a few.
The functionality of Dynamics 365 and Simplifying CRM Ticket Management
Dynamics 365 can handle complex management scenarios. This solution also comes with the following functionalities:
- Support for intricate branching processes
- Queues
- Automatic email creation
- SLA escalation and enforcement
- Routing (rule-based)
If you are looking for simple ticket management, then CRM is the best fit when configured correctly. A typical configuration may look cumbersome, especially if you’re managing simple tickets, but it is a good ticket management fit.
Here are some tips on how you can simplify the CRM Case entity for ticket management:
- Get rid of things you do not need. For example, if you are doing internal helpdesk tickets and do not need entitlements, remove them from your form.
- If many tickets get closed in a single step, turn off the cases’ business procedure flow.
- To quickly locate and respond to emails, create an email records sub-grid. This sub-grid should exclude emails that have been sent from the same account that sends emails of case notifications.
- If many tickets are being closed, create different fields for case resolutions in the case form. Also, incorporate a workflow that will close cases whenever a field is populated. This will be a significant time-saver.
- Email templates and knowledge base articles help create auto-text that can be inserted into email responses to clients.
Dynamics CRM Ticketing System Features
Automated ticket creation: This automatically converts requests and incidents that have been submitted via phone call, web, email, etc., to tickets.
Key ticket information: This includes ticket subjects and origin, incident description, ID.
Automatic routing: Includes automatically assigning tickets to queues or agents per the predefined rules.
Ticket escalation and reassigning: For example, when deeper or different competencies are required to handle cases.
Resolution path: This is a led process with steps and stages you can use to resolve cases.
Ticket reopening: This can reopen cases, such as situations where issues reappeared or agents make mistakes.
Timeline: This is where case resolutions’ activities are captured for agents. For example, notes related to cases, agents’ follow-up tasks, emails received etc.
What can the Dynamics CRM ticketing system do for your Business?
The primary benefit of dynamics to your business is the development of better client relationships. Customer service levels are improved, and user efficiency is increased. This, in turn, helps to drive profitability and sales revenue.
CRM software will centralize all customer data. This makes it easy for anyone in your company to access whatever information they may be needing. This also helps individuals and teams alike to maximize sales efforts and customer communications. It also enables better collaboration between different departments. As such, you will spend more time creating customer relationships, which will improve the levels of customer satisfaction your company has.
Benefits of Dynamics CRM ticketing system
The customer service module enables you to manage all customer service aspects. This includes managing help desk queries. Key benefits of dynamics CRM ticketing system include:
- Allows tracking of customer issues through cases and tickets.
- Empowers customer service agents
- Your company earns client loyalty because issues and problems are responded to quickly.
- Cases are put in queues and routed to appropriate agents.
- Enables recording and tracking of interactions.
- It makes it easy for management to create reports and manage productivity and performance.
- It can be integrated with office 365, further giving your company productivity gains. The integration includes links to PowerPoint, Word, and Excel.
Conclusion
We live in a competitive environment where excellent customer care is key to enhancing customer loyalty. Dynamics CRM ticketing system offers processes that make it easy for your organization to excel at customer service management.
Microsoft CRM helps to improve customer care. It does this by ensuring that staff/agents can efficiently and quickly respond to customers. The overall benefit is that you can track all emails, conversations and documents. This gives all agents a good view of customer interactions, making it possible for you to deliver the wow factor to your customers.