The document summarizes a presentation about customer service excellence in CRM systems. It introduces the two presenters, Dylan Haskins and Bruce Edwards, and outlines their experience in CRM. The presentation covers why customer service makes sense in CRM, building blocks for a customer service experience, and the Unified Service Desk. It aims to address questions around adapting to customer behavior across channels, delivering good experiences cost-effectively, reducing agent effort, building satisfaction, and ensuring the right resources are allocated.

1. Customer Service
Excellence
Dylan Haskins, Dynamics CRM Architect, @thexrmguru
Bruce Edwards, CRM Practice Lead, @BruceAE

2. Our agenda
Introduction
Service & Support in CRM – why it makes sense
Customer Service Experience Building Blocks
The Unified Service Desk
Questions

3. PRESENTERS
Bruce Edwards
CRM Practice Lead
 15 years CRM industry experience
 Overall responsibility for CRM solutions
 Consulting & Technical background
 @BruceAE
Dylan Haskins
CRM Solution Architect
 15+ years CRM experience
 CRM Technical God
 Microsoft CRM MVP &
Microsoft Partner seller
 @thexrmguru
 www.thexrmguru.com

4. Service & Support in CRM
Why it makes sense.

5. Am I adapting to
cross-channel
behavior of my
customers?
How do I
deliver a good
experience at a
reasonable
cost?
How do I
reduce “Agent
Effort”?
How do I build
customer
satisfaction?
How do I ensure
the right people
are working on the
right items?

6. The face of your
business
Customer Service Drives Continued
Business to your company

7. Companies must adapt to the new customer journey
Care
everywhere
Earn customers for life
with responsive,
relevant, effective
service.
Market
smarter
Plan and deliver
engaging campaigns
with quantifiable results
end to end.
Sell
effectively
Focus on what matters
to close more deals
faster.

8. “The only purpose of
customer support is to
change feelings”
Seth Godin
Your Awesome Presentation Title {Segoe UI 12 pt.}

9. Customer Service Experience Building Blocks

10. Channel Expansion Core Service Customers Value
Mobile
Case updates on
MOCA
infrastructure
Unified Service
Desk
Agent desktop for
integrating
different channels
and applications
Email
Enhancements
Automatic
conversion of
email to case
Case
Management
State of art case
management ,
parent-child,
merge
Ability to set up
different customer
service schedules
by geo
Profit Center
Differentiated
Service
Effortless
Seamless
Consistent
Experience
Entitlements
Ability to define
entitlements by
channel, product
Service Level
Agreements
Flexible tracking
service For
different KPIs
Queuing
Public & Private
Queues and
Routing rules

12. # In Standard SLAs, times are tracked on case entity fields, statuses do not get tracked automatically

13. Unified Service Desk (USD)
Key Capabilities
Single unified interface
for accessing all the
tasks and applications
required to complete
customer interaction
processes
Customer Service Excellence | 13

14. What do Contact Centres Want ?

15. Desired Process Flow in a Contact Centre

16. Thank you