CUSTOMER SERVICE

OverviewRalph R. ZerboniaPresidentUniverse Central Corporation

Better Customer Service Drives Company Value

“…companies with high customer satisfaction scores have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced higher stock returns, but their stock values and cash flows have been less volatile.”

Harvard Business ReviewMarch 2007

Typical Business Challenges in Customer Service

• On-board and train new Customer Service Representatives (CSRs) quickly

• Increase CSR utilization and retain quality CSRs• Provide a consistent, effective experience across all

contact touchpoints• Convert cross-sell and up-sell opportunities into

revenue• Increase First Call Resolution and decrease Average

Handle Time

Industry Views

“The role of the contact center in the organization is shifting and growing. Contact centers are

increasingly strategic business units, and not just cost center

departments.”Michael Maoz, Vice President and

Distinguished Analyst, Gartner Inc.

“CEOs cited New Technology (63%) and Customer Loyalty (54%) as two of the top revenue drivers

for their business.”New York Stock Exchange (NYSE)

2007 CEO Report

“If you’re looking to boost customer satisfaction, one of the most promising places to start is customer service. …increased satisfaction has a positive impact on consumer spending, cash flow, and business performance.”

Harvard Business Review, 2007

Transform Customer Service into a Strategic Asset

Change the Game in Customer Service

Empower all employees to be part of Customer Service

Achieve a true 360° View of the customer

SOLUTION

Microsoft Dynamics CRM Customer Service Solution

Service Capabilities

Full feature set

Service Workflow

Designed for

Users

Managers

Executives

Complete set of features that empower customer service representatives to better manage interactions.

Microsoft Advantage• Familiar user experience via

Microsoft Outlook, agent desktop or web client

• Powerful productivity features like Auto Complete and Smart Search

• Import and de-duplication of records is seamless and easy to perform

• Fundamental technical agility to support core service interactions

Account and Contact Management Components• Acct, Contact & Case History• Contact Management

Account and Contact Management

• Discovery & Search• Data Import & Quality• Complex Relationships

Interaction and Knowledge Management

Complete interaction management capabilities including Knowledge Management and Service Level Agreements.

Microsoft Advantage• Customizable agent desktop

surfacing Microsoft Dynamics CRM through browser, Microsoft Office Outlook, Sharepoint or custom UI

• Fully integrated Knowledge Base including authoring and publishing capabilities.

• Robust email support including auto-response and auto promotion of emails to cases.

Interaction and Knowledge Management Components• Flexible Interaction Framework• Contextual User Experience • Knowledge Base

•KB Article Authoring, Review and Publishing• SLA and Support Contracts

Case Management and Scheduling

Sophisticated set of features to create, manage and resolve cases via multiple channels as well as schedule field service.

Microsoft Advantage• Easy-to-use case

management functionality including creation, editing, dispatch, tracking and resolution.

• Optimize usage of field personnel, fleet, tools, parts and resources

Case Management and Scheduling Components• Multi-channel Incident Mngmt.• Communications & Activities Management• Routing & Escalation

• Services & Resources Management• Global Scheduling & Optimization

Real-Time Insight, Reporting and Analytics

Full spectrum of business intelligence capabilities ranging from historical reporting predictive behavior insight to basic reporting to OLAP and performance dashboards.

Microsoft Advantage• Predictive behavior analytics,

like cross-sell/upsell, and historical analytics

• Critical service reports are provided standard with fully customized reports available easily to any user

• Seamlessly integrated to SQL Server Analytic Services & SQL Server Reporting Service for robust OLAP, data mining and reporting.

Real-Time Insight, Reporting and Analytics Components• Customer Analytics • Standard Service Reports

• Custom Reports • OLAP & Data Mining• Dashboards & Scorecards

Proactive Sales and Support

Transform the contact center from purely reactionary service into a proactive, strategic arm of the business.

Microsoft Advantage• Seamlessly integrated,

holistic service processes that drive positive behavior

• Easy-to-Enable “Presence” and click-to-dial functionality through integration to Microsoft Office Communications Server 2007.

Proactive Sales and Support Components• Account & Contact Analysis• Upsell & Cross-sell Evaluation• Product Recommendation

•Proactive Communications• Service Campaigns

Customer Service Scenarios

Follow-the-SunGlobal

Support

World-Class Contact Center

Closed-LoopService

Processes

Quick Service Campaigns

Total Quality Management

Enable management of cases to be handed offacross teams in multiple time zones

Deploy world-class contact centers that support multiple shifts and remote agents

Use workflow to drive consistency and real-timevisibility into every stage of service processes

Manage product support issues simply and easilyfrom contact to resolution

Allow all service metrics to be easily tracked andanalyzed to drive process improvement

Powered By Microsoft

Core Enabling Capabilities

Business Agility

Robust Workflow

Reporting & Analytics

• Multi-Tenancy• Multi-Language User Interface• Multi-Currency

• Comprehensive customization capabilities• Composite applications

• Inherent flexibility to map to business processes• Geared for design by anyone in the organization

• Generate all levels of reports from standard, “canned” reports to sophisticated, custom reports

• Spot trends or predict behavior with OLAP and data mining

Microsoft Dynamics CRM in the Contact Center

Phone

Wireless

Web Self-ServiceEmailChat

BranchesRetail Stores & Dealers

Government Offices

Interaction Channels

PBX/ACD

IVR

PSTN VPNand

Internet

CTI

Legacy AppsERP LOB Apps

AgentsSupervisors

ManagersExecutives

Reporting & Analytics

CC Apps

360° ViewComposite UI

BENEFITS

Key Benefits of Microsoft Dynamics CRM

Achieve 360 ° visibility across the entire organization into service history, current cases, contracts and much more

Organizational Customer Service

Drive collaboration and improve agent productivity, lower training costs and reduce churn.

HigherProductivity

Improved Up-sell and Cross-sell

Optimize upsell and cross-sell campaigns to drive better revenue and higher uptake rates.

Greater Service Efficiency

Improve first-call resolution and handling times to yield higher customer satisfaction and loyalty.

Key Benefits for Business

• Reach customer satisfaction goals• Drive new revenue opportunities• Reliably manage service costs

• Achieve KPIs for service• Increase agent retention• Reduce agent training costs and on-boarding time

• Improve personal productivity• Eliminate frustration in assisting customers• Reduce errors and call closing time

VP of Customer Service

ContactCenterManager

Agents and Supervisors

Key Benefits for IT

• Achieve rapid time to value• Realize low total cost of ownership (TCO)• Leverage consistent IT architecture & standards

• Adapt to meet business user requirements• Easily integrate existing applications and data• Design for extensibility

• Design and track key KPIs• Design and run cross-team workflow•Manage work loads for representatives

Chief Information Officer

IT Project Team

BusinessAnalyst

EVIDENCE

Mid-size CompaniesSmall Businesses Large Enterprises

Global Customer Success in Customer Service

Customers in Action

High TechnologyMulti-thousand users

• Replacement of legacy Clarify application in commercial software support organization.

• Microsoft Dynamics CRM used in Contact Centers (located in NA, Europe, India and Asia) and in backline (2nd/3rd tier) engineering to provide follow-the-sun global support.

Manufacturing 75+ users

• Polaris uses Microsoft Dynamics CRM to provide support to both dealers and enthusiasts (users of product).

• From a SharePoint interface, users access multiple applications including Microsoft Dynamics CRM, SAP, and parts/product databases.

Integrated Healthcare1,200 users

• Maccabi serves 1.7M members in Israel.

• Microsoft Dynamics CRM is the hub of patient information and is used in hospitals, clinics, labs and in contact center.

• Microsoft Dynamics CRM system surfaces critical information from SAP and an AS400.

Maccabi Microsoft Polaris

Customer Perspective

“Microsoft Dynamics CRM helps us pinpoint why people have to make phone calls and helps us systematically reduce the time spent on non-value-added activities like unnecessary calls.”

David PeetGeneral Manager,

Crossmark

“With Microsoft Dynamics CRM, training time is reduced, people are proficient faster, and we can get new employees out onto the floor quickly—all because the system brings them the information that they need in an easy-to-use, point-click fashion.”

Jeff BeelmanContact Center Lead,

Wellmark Blue Cross Blue Shield

Customer Return On Investment

• Substantially cut call handling time by four minutes per call

• Reduced training time for new employees from eight to six weeks

• Handling 15% more calls per year, without additional staff• Saves 6,000 hours a year on case management

• 50% reduction in call volumes• Increased first call resolution rates, leading to improved

customer satisfaction

• Improved work productivity for over 50% of staff• Lowered call volume through proactive identification of

service issues

Partnering for Success

Interaction Channel Infrastructure

Contact Center Applications

DISCUSSION

APPENDIX

Source: Gartner Magic Quadrant forCRM Customer Service Contact Centers, 2007 [emphasis added]

Microsoft Dynamics CRM has emerged as a

leader in the customer service and contact

center space, driven by its ease of use for

service personnel and by the flexibility of the

underlying SOA platform.

Momentum with Analysts: Gartner

Source: Forrester ResearchSource: Forrester Research

Momentum with Analysts: Forrester

“Microsoft Dynamics CRM has based its

user interface on the popular Microsoft

Outlook email program, meaning a shorter learning curve and more

intuitive navigation…

Microsoft Dynamics CRM’s time to

value is typically days or weeks.”

Customer Service & Support

Core components of a CSS application include:• Account and Contact Management• Case and Interaction Management• Knowledge Base Management• Product and Contract Management• Service Scheduling• Workflow across Teams and Groups• Service Reporting and Analytics

Commonly integrated components include:• Voice Infrastructure (ACD, CTI, IVR)• Workforce and Quality Management• Agent Scripting

World-Class Contact Center Platform

• Customer Need : Transform your contact center from a traditional cost center into a strategic asset– Improve the multi-channel customer experience– Drive customer retention and loyalty– 5% increase in customer retention = 25-100% to the bottom line

• Key Capabilities in Microsoft Dynamics CRM– Multi-tenant architecture with advanced data privacy– Full multi-language and multi-currency support– Network optimization for WANs and remote agents– High performance & scalability from server clustering– Improved email handling in Exchange and with POP3/SMTP

Quick Sales & Service Campaigns

• Customer Need: Deliver an outbound contact capability to drive proactive service outreach– Quickly drive communications for time sensitive issues– Avoid routine calls by rapid notification of product or service issues– Launch outbound surveys to collect key market information.

• Key Capabilities in Microsoft Dynamics CRM– Automated Quick Campaign module– Bulk close of campaign activities to clear many tasks at once– Auto-send of campaign emails– Intelligent data migration for campaign targeting

Drive Agent Productivity Improvement

• Customer Need: Deploy familiar and flexible technology to get more for your customer service personnel– Reduce agent click counts and input errors– Manage more customers and deliver better service

with same or less headcount

• Key Capabilities in Microsoft Dynamics CRM– Smart Navigation navigation streamlines the agent user interface– Auto-resolution of cases– Individual and group workflow to improve productivity– Real-time duplication detection and conflict resolution

Real-Time “Expert” and “Managers” on Call

• Customer Need: Increase first-call resolution (FCR) rates by reaching the right expertise in real-time– Poor first call resolution rates typically add 30% in additional costs

to contact center budgets– Use presence integration and workflow to connect

expert resources to issues in real-time

• Key Capabilities in Microsoft Dynamics CRM– Presence integration via Office Communications Server 2007– Intra-team and cross-team workflow via Windows Workflow

Improved Email Channel Management

• Customer Need: Effectively use the email channel to reduce service costs while maintaining satisfaction

– Deflect incident handling from telephone to email or web– Deliver consistent and differentiated service via web or email– Email channel is 44% cheaper than live agent conversations

• Key Capabilities in Microsoft Dynamics CRM– Easily promote emails into cases– Advanced email routing architecture– Intra-team and cross-team workflow for emails– Email sending, routing, and management enhancements

Action!Ralph R. ZerboniaUniverse Central Corporation330-720-4525ralph@universecentral.com