Case management includes the process of identifying, recording, analysing, monitoring and resolving an information-centric work item. It includes the collection of appropriate data, the adherence to internal processes, and the related communications required to resolve a case.
And most of us have experienced to familiar situation of having to explain our problem over and over again to numerous support people. If only your issue was recorded the FIRST time you call so you weren’t stuck repeating the same thing. There is one area in which Dynamics 365 shines bright is in CASE MANAGEMENT.
So, how to improve your Customer Service with Case Management
Case Management Overview
Microsoft Dynamics 365 Service Management is designed to support incident based services called Cases.
The Case Entity provides incident based tracking for issues that may arise from customers, whether they are external or internal.
A customer service representative creates an incident (case) to track a customer request, question or a problem.
All actions and communications can be tracked in the incident entity. An incident can be in one of the three states Active, Resolved or Cancelled.
Microsoft Dynamics 365 Cases are commonly used in help desk scenarios, where a customer has an issue with a product or service. Then the activities to resolve the issue can be tracked in an organised way from when the issue was first reported to resolution of the issue. This is one of the way to improve customer service with case management.
Typical flow of Case Management is as follow:
- Email received from customer about an issue that need attention
- One of the agent or staff is then create a case against this issue
- AutoReply is send automatically to customer for the ticket creation
- Queueing for support queue routing
- Assignment to case worker
- Conversation and engagement starting with the client
- Person in charge will resolve the case and notification will be send to customer for the case resolution
- Completion notification to customer is sent and case is finally closed
Make It Easy For Agents To Find The Right Answer
Customers will tell an average of 15 people about a poor service, versus the 11 people
they will tell about a good experience. And more than half of customers have
scrapped a planned purchase or transaction because of bad service—with 33% saying
that they would consider switching companies after a single instance of poor
Consistency with Integration Across Platform Anytime, Anywhere
With Dynamics 365, your staff or agents whether they are on - field or off – field, they are still able to connect and engage clients anytime and anywhere. Dynamics 365 is natively built with accessibility in mind, because everything is now shifted into mobile platform and that influences with how people work as well. Dynamics 365 is available as Cloud service, enabling your organisation to work seamlessly across different locations while maintaining the consistency of the records that they are working on without any glitch.
Dynamics 365 provides consistency with more of a seamless integration among multiple platforms, duplicated efforts and disjointed communications are no longer had. Keep communication reliable from beginning to end.
By having a 360 degrees view around customer – service insights, it ensures you are never missing out on any opportunities or issues around your client. Because their time is valuable to you.
As a way to improve customer service with case management, you are able to monitor the following:
- Active Cases
- Cases by Priority
- Cases by Product
- Case Mix by Incident Type
- Case Mix by Origin
- Case Resolution Trend
- Other Queues and Views
Set Routing Rules Case Automation
In the customer – centric world, it is important and to pay more attention towards client issue and minimising gap of case resolution. Every second a customer has to wait for your support team to respond is another second closer to that customer switching to a faster competitor.
In fact, research shows that 66% of adults believe that the most important thing a company can do is value their time during a service interaction.
Above table displays how case automation works within Dynamics 365 Customer Service application and from that journey, you can notice how important the scalability level when it comes down to number of cases being created. It’s an error prone task if the concerning agents or staff is not paying full attention for the case being created over the period of time and he / she might lost in the jumble of case creation. So routing rules is one of important way to improve customer service with case management.
Using Dynamics 365, following activities can be converted into cases:
- Campaign Responses
- Phone Calls
- Service Activities
- Social Activities
To sum up, we can see that many things can be benefited from the mechanical side of Case Management and many organisations have proved it as ways to improve customer service with case management.