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CRM for customer service and marketing

Communicating to your customers 

Customer services and marketing are two distinct parts of your business, and both are essential for engaging and then retaining your customers. Effective and targeted marketing brings new customers, while great service keeps them satisfied with the products and services your organization offers. Manage campaigns that always work to your business’s needs, keep a close eye on ROI and budget: all from one integrated and intelligent system.

Not only consumer facing

In the consumer world, quality customer service has been proven to improve customer advocacy and retention. Creating a targeted marketing campaign is a never-ending challenge, as consumers naturally change their behaviour and habits.

Offering a consistent, relevant message when it comes to customer service or marketing is also essential for B2B industries. Avanade’s industry experience has found that approximately 20% of B2B companies have implemented customer experience management as a formal business process. Less than 30% base strategic decisions on customer experience or customer lifetime value. Around half invest just 1% of their budget in improving customer experience.
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CRM that’s never on hold

First impressions count. Contact centres are the most important customer-facing asset of any company. They help shape reputations and drive customer loyalty or total dissatisfaction. Avanade’s CRM solutions, combined with Customer Care Accelerator for Microsoft Dynamics® CRM 2011, can help your customer contact centre staff provide a joined-up service, keeping track of customer details and account statuses.
 

Reducing call handling times

A €13 billion pan-European telecommunications and IT supplier needed a CRM and contact centre system to improve its customer service levels and reduce average handling times. Avanade implemented a complex solution based on Microsoft Dynamics® CRM — which was integrated with the existing telephony system — and the Customer Care Accelerator for Microsoft Dynamics® CRM technology. The contact centre agents are now able to reduce average handling times thanks to:

  •  Specific integrated processes and call scripting
  •  Automatic customer identification that enables agents to find customer records based on phone number. The agent can now focus on customer service, not using the system itself.

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Marketing with meaning: Campaign, analytics and segmentation management

Good marketing — like so many things — relies on good information. Establishing a closer relationship with your customers means getting as much data as possible about them and then conducting intelligent analysis of that data. Knowing your customer is the key.

Dealing with millions of end consumers? Looking for trends by analysing individual customers is impractical, so the cluster analytics function of Microsoft Dynamics® CRM is the perfect tool, allowing you to group customers by common attributes and perform complex analytical procedures quickly and easily.

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Customer Care Accelerator for Microsoft Dynamics® CRM 2011: Everything working together

You and your customer service team need to have everything working together and in one place. Microsoft Dynamics® CRM and Customer Care Accelerator for Microsoft Dynamics® CRM 2011 is one clever piece of software. It draws data threads from multiple sources and brings them into one single user interface.

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​Reducing call handling timesReducing call handling times
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CRM goes social
 

CRM goes social

Your Facebook page, Twitter account and LinkedIn profiles are all in place, but how do you make them work for your sales lead figures? This introduction to social CRM explains how Avanade and Microsoft Dynamics® CRM can help you track leads and monitor ROI. 

 

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Getting Personal: Ruben Overkemping, Senior Consultant, Microsoft Dynamics® CRM, Avanade Netherlands
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Q. What do you do?

A. I’m present at all stages of the CRM design and build process, but I’m most involved in the early pre-sales stage of understanding exactly what the client is looking to achieve and translating that into a CRM design that answers the client’s business problems. It’s about getting under the client’s skin and making sure the design fits exactly to their situation.

I have 12 years of IT and CRM development experience. My background is in web development and IT architecture, having started my own company straight out of university building intranets and websites. This is where I really learnt so much about using IT solutions to solve business problems and how to get real results.

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Avanade adds up: Focus on finance
  

Avanade adds up: Focus on finance

​PGGM provides income protection for customers in the healthcare and social work sector. With constantly evolving business requirements, the company needed to upgrade its existing CRM deployment. Among its corporate goals were greater visibility of customer data and improved call centre effectiveness.

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Taking care of your patients and partners
 

CRM for Healthcare
Customer relationship management offers many of the same benefits to the healthcare sector as it does to any other industry that needs to keep track of partners, agents or patients. Healthcare providers need robust and flexible systems. This is exactly what Avanade delivers: Microsoft Dynamics® CRM solutions that enable seamless interaction across organizational boundaries
 
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Avanade on the case: Case, grants and rebate management

Case management
As a public organization, are you looking to help your agents identify issues and resolve problems? Would you benefit from a single view of each phase in the grant application process? The Avanade Case, Grants and Rebate Management solution integrates with front-office tools to support public service customers on the phone, online and in person. Private and public sector organizations alike have gained measurable advantages from Microsoft Dynamics® CRM case and task management workflows.
 
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Avanade, Accenture and Microsoft
Avanade was created by Accenture and Microsoft in 2000 after both companies identified an unmet demand for a dedicated Microsoft systems integration provider. Avanade delivers Microsoft Dynamics® CRM, ERP, cloud, business intelligence, application development, collaboration and outsourcing solutions to companies across the globe.
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