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Online Customer Engagement with Dynamics PortalsSession 313Matt Braunstein
Agenda
Introduction to Dynamics Portals Leveraging Customer Engagement Tools
Introduction to Dynamics Portals Functionality
How do we achieve these goals?
• Deliver Content on Multiple Devices
• Platform based on a Secure, Configurable Portal Foundation
• Top Tier Customer Service tools
• Excellent Sales and Marketing functionality
Increase Service CapacityIncrease Customer Satisfaction
Create loyal customersIncrease market share
Meet Lewis – Customer
It is important for me to be able to submit issues to my vendor. I need to be able to see my
previous issues. I would also like to see real time
the progress of my open cases. I would also love to see answers
to questions in a knowledgebase.
Demo
Meet Lewis – Customer
Results: Steve has up to the minute insight
on the resolution of his issues. Steve can access the portal from
virtually anywhere. Vendor can collaborate effectively Issues resolved in a timely manner. Help for additional issues found in
the knowledgebase.
Meet Ryan – Customer Service Rep
I need to quickly and easily support customers that submit issues via the portal. I need to see metrics on all cases
regardless of the method of entry.
Demo
Meet Ryan – Customer Service Rep
Results Faster issue resolution though
simple monitoring of customer issues Improved communication through
the portal Enhanced customer experience
through flexibility with communication channels (portal, e-mail, knowledge base)
Leveraging Other Portal Tools
What else can I do with portals
• Customer Engagement
• Partner Engagement
• Employee Engagement
• Build your own experience!
Improve customer experience and drive loyalty
Achieve service level goals
Create brand advocates and referrals
Efficiently utilize resources and control costs
Customer Engagement
Engaged customers turn into repeat customers, and repeat customers turn into advocates who spread the good word Building a community allows customers and prospects to talk to
each other an share experiences. It also allows you to field questions and engage your customers. You can also draft and host blog articles!
Partner Engagement
If you’re engaging a business partner to help you move product (such as a distributor, reseller, supplier, etc.), you can use the Partner Portal to start capturing sales channel data from your partners just as you would from your own captive sales staff. Let your external partners create, manage, and collaborate on their
own opportunities alongside your in-house staff.
Employee Engagement
Similar to your intranet, the Employee Portal can give your internal staff a place to curate and share internal knowledge. You can also give specialized groups very targeted access to CRM
features without giving them the entire front-end. This can be helpful for staff that needs to interact with CRM data
only in rare cases. Much like the Customer Service Portal, the Employee Portal can be
used to submit and resolve internal trouble tickets.
Custom Portal Framework
The custom portal framework is completely extensible and customizable. It gives you a fantastic jump-start by
minimizing the up-front overhead costs associated with infrastructure and platform development, and lets you get right to the meat of defining “what do we need this thing to do”.
Questions?