Most of our clients, no matter the industry, have a high
priority goal of improving the customer service they can provide.
It’s a consistent theme across all the industries we serve,
and rightfully so. Not only are customers demanding more immediate service, the
technology available today makes it possible to serve customers in an entirely
new way.
Today’s customers demand:
- Greater convenience, which includes apps, chats, bots, self-help, and more
- Faster speeds, which means standard service requests must be satisfied almost
instantly
- Improved accuracy, which requires collection, storage, and immediate recall of every
single piece of customer data
- Complete
familiarity, meaning that not only is a caller
immediately recognized as a customer, but all prior purchases, service
requests, and other interactions are accessible in real-time
Organizations are exploring new, next-generation, omni-channel
CRM solutions like Microsoft Dynamics 365 for Customer Engagement
to support their innovation and enable them to differentiate for customers
where it matters most. Check out a few industry-specific examples…
- In Manufacturing,
self-service portals within Dynamics 365 are improving ease of use and insight
into products at hand. Whether you’re a customer, distributor, or partner who
depends on a manufacturer’s product, this level of convenience is a game
changer.
- In Utilities,
engagement with customers is key to understanding their needs as well as
identifying new service offerings that impact the bottom line. Having a
centralized database for all customer information, mobile capabilities for
field work, effective lead management, automated marketing, and a streamlined
customer feedback process makes it possible to provide efficient service in
real-time.
- For Oil
and Gas service companies, having access to real-time
updates allows for instant adaptability on oil rig sites, saving these
companies (and their customers) time and money. With Dynamics 365 for Field
Service, interactions become more informative and effective, offering an
overall more pleasant customer experience.
Read about more industry examples in our Customer Care eBook: How
Leading Brands are Overcoming Five Common Customer Service Challenges.