Service Management

Service Management with NAV

Delivering exceptional customer experiences means that every interaction matters. Empower agents with everything they need, at their fingertips, to deliver superior service—from one consolidated view—giving agents the opportunity to focus on their customers rather than on navigating multiple screens and systems.

Earn customers for life, through cross-channel service, increased agent productivity, and adaptive service models. It can also help to decrease cost per case and to increase agent satisfaction. And happier agents are twice as likely to deliver on critical customer satisfaction metrics.

 

Cross-channel service

Enable customer service engagements across web, social, chat, email, mobile, and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. 

Use real-time and historical insights to personalize every interaction. Understand what your customer has already viewed and searched—before they ever reach an agent. With Service by Microsoft Dynamics NAV, organizations can gain critical insight, with feedback and surveys that provide general sentiment, contextual feedback, and transactional understanding.

 

Agent enablement

Empower agents with a single, unified experience to deliver fast, amazing customer service from a desktop or mobile device. Agents can access every source of information they need, across a diverse environment, to provide more personalized care. They can leverage guided resolution features, such as call scripting and policy adherence, and a process-driven user experience, all from a centralized view.

Enable agents to manage cases faster and to provide differentiated levels of support, with integrated knowledge. With mobile service capabilities, organizations can expand their resource pools and free agents from their desks, helping to increase agent efficiency and to reduce cost per case.

 

Self-service

Make it easy for customers to solve issues on their own.  Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions, and product and service information and documentation.

Easily create a consistent and seamless branded experience for your customers, or create unique portals for each one of your multiple brands from a single deployment.

 

Knowledge

Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure that your knowledge is relevant, by simply capturing and publishing across your content channels, while measuring impact through rich analytics. 

 

Social care

Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts, across internal and external teams, with Yammer and Skype. Leverage the Social agent desktop capability and deliver social posts to the right agent using sentiment, keyword, and language, and help to ensure consistent social engagement.

 

 

Service intelligence

Identify trends, anticipate opportunities, and gain insight through dashboards, deep analytics, and powerful data visualization capabilities.

Organizations can identify business opportunities and gain deep customer insight by tracking and correlating customer satisfaction with service metrics. Fully integrated out of the box, Microsoft Power BI and Excel generate reports, interactive charts, and 3D geospatial visualizations to help identify trends and "what-if" scenarios and to forecast outcomes to help reduce effort scores.