1. Dynamics 365 for Customer Service
Customer Service Management
Influencing Roles: CIO, COO, CXO, CFO
Target Audience:
Service Operations
MOMENTS OF TRUTH
MOMENTS OF TRUTH
CONVERSATION STARTERS
CONVERSATION STARTERS
Customer experience (CX) will be #1 differentiator by What is your CX Strategy?
Key outcome for companies that make CX improvements is increased revenue and decreased costs. In what ways are you working to improve CX through customer service?
Two biggest challenges facing customer service orgs:
< 9% of organizations can do Omni-channel engagement well2
<5% of organizations have a single interface for agents due to Legacy systems & external data sources2
Do you face these same challenges?
Significant business event, i.e. acquisition, LOBs merging
Publicly announced customer engagement strategy or initiative
Significant industry transformation
Public CSAT/press event
SF.com or Oracle relationship under stress (locked in, can’t upgrade, customization requirements)
New customer service executive
SOLUTION CAPABILITIES
BUSINESS IMPACT
BUSINESS IMPACT3
WHY MICROSOFT
WHY MICROSOFT
Agent productivity
Improve agent productivity by 30% – 40%
Reduce average call duration by 30 seconds
Shorten resolution times by up to 20%
Reduce avg speed to answer from 6 min to 22 sec
Improve CSAT
Achieve NPS score double their industry average
Answer 85% of questions with a single call
Reduce customer complaints by 80%
Grow revenue
Increase total revenue by 2% (upsell/cross-sell rates)
Unique ability to integrate & automate across 3rd party data & apps creates world-class agent experience
Deepest AI & analytics capabilities in market
Low/no code tools that help further extend environment and automation
Most immersive experience in the market with familiar toolsets like Office.
Lowest TCO, quickest implementation
Tools & programs ensure successful deployment, user adoption, ongoing success.
Only vendor to offer hybrid deployment options
Full omni-channel engagement lets customers connect anytime, anywhere, on the channel of their choice and convenience (chat, , phone, social, etc)
Connected experiences across channels & connected data across sources for an unmatched 360 view
Customers and agents are empowered with the tools they need to ensure quick and accurate resolution, every time
Single agent interface driven by automation and AI provides access to everything necessary for highly personalized service
Customers 2020: A Progress Report, Walker Research
Dimension Data: 2017 Global Customer Experience Benchmarking Report
Examples from Business Value Assessments and customer case studies