3 Ways IOTAP Helps Clients Deliver Amazing Customer Service with Dynamics CRM

CRM is perfectly named for what it does: help companies deliver customer relationship management. But if you know anything about CRMs you’ll know that there are hundreds of potential tools on the market, making it difficult to choose the right one in this era of increasing digital transformation. Today, we’ll help make your CRM software choice easy by sharing three ways in which Microsoft Dynamics CRM makes delighting customers possible.

At IOTAP, our focus is on helping businesses connect, communicate and collaborate with their customers. What that means is that we customize Microsoft’s CRM solutions to help you amaze your customers and help your business take the next step in its digital transformation. Below, we’ve captured three of our favorite CRM examples. If you’d like to learn more, please download our e-book about case studies of successful CRM systems.

1.       Manage Complex Claims Processing in One System

The home warranty industry has exploded in the past few years as more and more consumers outfit their homes with internet-of-things devices in addition to traditionally covered equipment like HVAC systems. As a result of this digital transformation, home warranty providers have struggled to manage ever-growing amounts of customer data and an increasingly complex claims management process. So what did one of the country’s largest home warranty providers do? Turned to IOTAP to unify its service environment using Microsoft Dynamics CRM.

IOTAP customized Dynamics CRM to provide claims agents with a single view of a customer’s home warranty account and claims. Combined with the ability to update customer claim and policy data from anywhere using mobile devices, IOTAP’s Dynamics CRM implementation allowed the company to cut the time required to process and track a claim for both its service agents and its customers.

2.       Speed Up Service Time

Customers lose patience quickly when their support issue has to move through multiple departments for resolution. And when they’re dealing with issues related to their internet service provider, that frustration only grows.

Recently, a regional broadband service provider faced mounting customer frustration caused by the multiple systems it used to manage its support calls. If Tier 1 support couldn’t fix the problem, the company issued a paperwork order to Tier 2. If Tier 2 couldn’t resolve the issue, the company created a new work order which its field service technicians would pick up the next morning. As you can imagine, the process was slow. Work orders were often lost, and customers were not happy.

Using Microsoft Dynamics CRM Online, the broadband company implemented a digital transformation to a one-call tiered support system for customers. Tier 1 level support is handled through Microsoft Dynamics CRM dialog functions, which allow service reps to ask guided questions that fix the most common problems. Issues that require higher levels of support are immediately routed to Tier 2 support. If needed, the Tier 2 service reps route case information directly to field technicians through tablets and smartphones. Those engineers, already in the field, are able to resolve the case quickly and move on to the next job.

The switch to Dynamics CRM and the digital transformation it created has helped the broadband provider rebuild its customer confidence and provide much more efficient cost-effective customer service.

3.       Provide Personalized Service

When serving people in need, it’s critical to understand an individual’s entire history in order to provide the proper care.

Recently, a nonprofit organization dedicated to connecting developmentally disabled adults with the resources they need to lead independent lives was struggling as the organization grew. Serving more clients meant more coordination was required between the multiple people and agencies supporting its population. With no central client management system, processing each case required time-consuming research that stretched the organization’s limited resources.

The organization’s solution was to use Microsoft Dynamics CRM Online in order to provide its staff members with access to full client records that include clients’ status with each program—from acceptance through services received. Dynamics CRM Online saves staff time through easy document attachment and automatic call logging that can create new records for clients who are not yet in the CRM. As well, the non-profit’s staff can search a wide range of programs in Dynamics CRM to help with specific client requests while they’re on the phone with the client. Changes like these allow staff members who have more time and better information to provide caring, personalized service in real-time.

How Can Microsoft Dynamics CRM Help You?

If you’d like to learn more about how Dynamics CRM can help your organization amaze your customers, please download our e-book about case studies of successful CRM systems. Or, contact us today to discuss how IOTAP can build a personalized CRM service experience for your customers.