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AP107 Customer Care Accelerator. Ross Dembecki / Lead Product Manager Brad Beumer / Global Solution Architect. Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems.

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ap107 customer care accelerator

AP107 Customer Care Accelerator

Ross Dembecki / Lead Product Manager

Brad Beumer / Global Solution Architect


Is a flexible business application that helps organisations increase business productivity and drive connections across people, processes and ecosystems

AP029: Selling Dynamics CRM: The sales productivity proof points

AP049: Microsoft Dynamics 2011 and the Cloud

AP107: Customer Care Accelerator

AP115: xRM Framework: A Faster Way to Build Business Applications

gartner service
GARTNER – Service

Figure 1: Magic Quadrant for CRM Customer Service Contact Centers

“The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft's applications.”

~ Michael Maoz

global customer success in customer service
Global Customer Success in Customer Service

Mid-size Companies

Large Enterprises

Small Businesses

why invest in customer service in a tough economy
Why Invest in Customer Service in a Tough Economy?
  • Maximise the valueof every existing customer relationship
  • Retain customers and market share
  • Deliver full visibilityinto customer-facing processes
service customer experience
Service & Customer Experience

80% of top firms believe they offer customers a “Superior Experience”

Only 8% of their customers said these companies provided a “Superior Experience”

Bain & Company study, 2008

better customer service drives company value
Better Customer Service Drives Company Value

“…companies with high customer satisfaction scores …produced higher stock returns, and their stock values and cash flows have been less volatile.”

Harvard Business Review, 2007

drivers for improved customer experience
Drivers for Improved Customer Experience
  • B2B vs. B2C
  • Easy vs. Complex
  • Urgent vs. Whenever

Contextual Service

Agent Productivity

Self-Service / Community

3 Key Priorities for Customer Service

  • Hype Conversion
  • Involve your best people - customers
  • Less is More
  • Reduce complexity
  • How much training is required?
contextual service
Contextual Service





agent productivity
Agent Productivity
  • Agent churn is a reality – worldwide
  • Technology is the only solution
  • Technology needs to be familiar, user-friendly and yet powerful
maccabi serving the healthcare needs of israel s citizens
Maccabi: Serving the Healthcare Needs of Israel’s Citizens
  • 2nd largest public/private, comprehensive healthcare organisation in Israel
  • Serves 25% of the population of Israel
  • Administers for 9,000 doctors and other caregivers across the country
  • 160 clinics and medical centres
  • 24x7 Medical and Admin Contact centre
  • 1,000+ users of Dynamics CRM contact centre system
involving the community
Involving the Community
  • Social Media (e.g. Twitter) has its uses…
  • Moderated forums are excellent way to provide service (cheaply) and support the brand
  • Ask how this improves both experience and economics?

The New York Times, 2009

using community to report graffiti
Using Community to Report Graffiti
  • Queensland council with 1,000 employees providing host of services to large area
  • Incident Management is a important community service provided by the council
    • Graffiti Management was first step
    • Involves community in virtuous cycle…
    • Modest investment that involves community and provides backbone for other incidents
  • Systems like this do not work without participation from community
what can cca do
What Can CCA Do?

Unify agent experience

Simplify and speed CTI integration

Automate and streamline customer care activities and processes

Audit, track and report on activities and performance

Simplify cross system implementations through centralised management



Integrated Agent Desktop


Auditing & Reporting

CTI Integration

UI Task





auditing reporting
Auditing & Reporting

Audit and report on customer care activities

Audit agent activity within each customer interaction to track efficiency and adherence to best practices.

Provide visibility into agent activities using templates and custom reports.

Measure performanceand identify and prioritize opportunities for improvement.

integrated agent desktop
Integrated Agent Desktop

Enable user-interface integration

Aggregate information from various systems into an integrated agent desktop.

Provide context-based access to applications and capabilities.

Automate manual data entry tasks and reduce the need to switch between applications.

Simplify creation of an integrated agent desktop with code samples and controls.

improved customer experience
Improved Customer Experience

Delight customers with fast and accurate service

Improve first call resolution by consolidating applications in a single desktop and giving agents access to the right information at the right time

Minimize agent effort and errors by removing the need to manually copy information between applications with UI automation.

Delight customers by giving agents access to tools to automate UI page flow and enable consistent, superior customer experiences.

computer telephony integration
Computer Telephony Integration

Facilitate computer telephony integration, chat and email

Dynamically deliver customer information from telephony systems to agent desktops through pop-up windows.

Speed and simplify integration of CTI systems with code samples and development tools.

Provide interfaces for chat and email .

Simplify lookup of customer information from back-end databases and existing systems.

session management
Session Management

Handle multiple customer sessions across multiple channels

Give agents the ability to handle multiple customer interactions across multiple channels at once without losing their place.

Move customer interactions between agents and experts without requiring customers to repeat information.

Provide complete visibility into the history of all customer interaction sessions.

centralised management
Centralised Management

Centrally manage and configure applications

Manage configuration of the agent desktop through a central, Web-based console.

Update configurations easily when business needs change or applications are added.

Reduce costs by taking a unified approach to application user interface consolidation.

evolution of the customer experience cca innovation journey
Evolution of the Customer ExperienceCCA Innovation Journey

Customer Care Accelerator (CCA) for Microsoft Dynamics CRM

  • SOA Advanced Application
  • Block (SAAB)
  • Microsoft platform advances in SOA
cca release 2 0 2011
CCARelease 2.0 (2011)
  • Built-on Microsoft Dynamics CRM 2011 and will focus on three themes:
  • Release scheduled just after CRM 2011 On-Premises RTM

Project Mission: Improve Customer Care

Customer Business Challenge


Customer Results/Benefits

  • Manual system of e-mail, spreadsheets, and paper files often stretched resolution times
  • Lacked the tools to collate, track, and report meaningful data
  • No Structured process to handle sales lead
  • Microsoft Dynamics CRM was selected because: easy to use, learn, and integrate
  • Microsoft Gold Certified partner –Tradesoftimplemented the solution in the bank call centre, branches, & sales centre
  • 80% decrease in escalations
  • 25% drop in customer complaints
  • 22% decline in costs
  • 15% increase in customer satisfaction scores
  • Recently given a top Customer Service ranking
north american health plan operator
North American Health Plan Operator

Recent Win: Create a Single Member View & MDM

Customer Business Challenge


Customer Results/Benefits

  • Manages several state level contracts to deliver member health services
  • The new system has to provide a single sources of data, quickly achieve high adoption levels, meet HIPPA requirements in new state contracts, and reduce administrative costs associated with sales and marketing
  • 1000 agents
  • Microsoft and Avanade are teaming to deliver a solution based on Microsoft Dynamics CRM with the Customer Care Accelerator to meet customer’s challenges
  • Solution will manage customer relationships, cases, campaigns, leads, and opportunities.
  • Will deliver:
  • Single view for managing member e-mail, appointments, tasks, and contacts
  • Increase employee efficiency and reduce costs
  • Maximize the usability and convenience of their investment in tools and technology
customers in australia and new zealand
Customers in Australia and New Zealand
  • 2 of the 4 Major Australian Banks
    • Contact Centre & Operations
    • Bringing together disparate systems
    • SOA is the long-term strategy and CCA is providing an integration tool for legacy applications and Web services
  • Recent Win: Public Sector
    • 800 citizen service agents
how do i get there
How Do I Get There?
  • Analysenew customer care areas where CCA can provide benefits
  • New brands
  • New channels
  • Quarterly Releases
  • Extend automations
  • Unified customer touch points
  • Drive additional business benefits
  • Integrate web services
  • Implement features such as session transfer and sharing
  • Reporting
  • 2-4 Months
  • Prove the business case
  • Operational improvements
  • CTI
  • Session management
  • Workflow
  • Single Sign-on
  • 3-6 Months







Phase II

Phase I






call to action
Call To Action
  • CRM Accelerators enhance the functionality of Microsoft Dynamics® CRM business software without the costs typically associated with custom development and software acquisitions.
  • Use this accelerator to help you deliver solutions that drive better, more consistent care by consolidating applications in a single desktop and giving agents access to the right information at the right time.
  • To download the Customer Care Accelerator for Microsoft Dynamics CRM, visit