CRM Customer Support delivers a complete call management and problem resolution solution for supporting external customers. Our customer relationship management solution enables you to provide timely, accurate, and complete assistance via phone, fax, e-mail, or the Web. Plus, it enables you to be more knowledgeable, responsive and proactive in communicating with customers, co-workers, and managers.

Managing Customer Support
Support departments are increasingly challenged to maintain high levels of customer satisfaction and retention. CRM Support is a complete tool for anticipating and managing the support needs of your customers. It enables you to efficiently manage your entire workload, from handling calls to requesting customer shipments. It keeps your support staff and customers totally informed at all times and your company's decision-makers up to date. CRM Support enables you to deliver-by phone, fax, e-mail and the Web-the type of world-class service that can quickly separate you from the competition and ensure customer loyalty for years to come. Additionally, your sales staff can access the support logs to ensure they are properly up to date with the support activities prior to making a sales call.

Call Management
Thorough call history features empower you to deliver timely, accurate, complete and clear information to your customers. You can easily open, track, report on and close calls. Follow-ups can be attached to calls to ensure that commitments are kept. Plus, user-definable call queues allow managers to prioritize workflow. In addition, standard reporting enables you to keep on top of everything, from which products need enhancing to which support agents need more training.

Fast and Accurate Answers
CRM Support provides an online store of answers to your customers' most frequently asked questions which makes it easy for anyone in your company to give fast and accurate answers. As a result, your people become more competent. And your customers become more confident in their relationship with you. You'll no longer have to put customers on hold. You can perform natural language or Boolean searches to find answers. And once the correct answer is found, you can fax or e-mail it directly to the customer from your workstation. Moreover, you can place your answers on the Web and empower your customers-and field representatives-to help themselves to information. Plus, you can manage customer requests for product enhancements, helping to make sure your products stay on track with customer expectations.

Customer and Product Knowledge
Companies with a growing customer base and an expanding list of products find it increasingly difficult to stay on top of their information needs. However, CRM Support enables you to track all products your customers purchase, as well as any products that are returned for service or replacement.

Microsoft CRM Customer Service module includes the following features:

Case Management
Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location.

Complete View of Accounts
View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.

Automated Routing
Customizable workflow rules let you automatically route service requests and cases to the queuing, and escalation appropriate representative or to queues for resolution, escalation, or reassignment.

Searchable Knowledge Base
Publish support articles and other relevant support information to a searchable knowledge-base. Built-in review processes ensure information is complete, correct, and properly tagged for search.

Service Contracts
Easily create and maintain service contracts within Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.

Auto-Response E-mail
Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.

E-mail Management
Maintain an accurate record of customer-related communications, with automated tracking of customer e-mails that associates those mails with appropriate customer records.

Reports
Comprehensive reporting tools let you identify common support issues, evaluate customer needs, track service processes, and measure service performance.