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Proactive Customer Service Live Event
Gold Enterprise Resource Planning Gold Cloud Business Applications
Gold Application DevelopmentGold Cloud Productivity
Gold Cloud PlatformGold Data Analytics
Gold Datacentre
Carl Gallagher
Head of Pre-Sales Consulting
12+ years of delivering Dynamics 365 and Power Platform solutions
‣ Key trends
‣ Key challenges
‣ Changing landscape
‣ Addressing the challenges with Dynamics 365 Customer Service
‣ Getting started with Dynamics 365 Customer Service
‣ Q&A
Agenda
Do your current business applications support effective, proactive customer service?
Customer experience (CX) will be #1 differentiator in 2020.
What is your CX Strategy?
< 9% of organizations can do omnichannel engagement well.
< 5% of organizations have a single interface for agents due to Legacy systems and external data sources.
Key trends
Key outcomes for companies that make CX improvements are increased revenue and decreased costs.
In what ways are you working to improve CX through customer service?
Key challenges
6
Proliferation of channels
Lack of a unified customer experience
Increasing Demand
Lack of visibility and context
Lack of insight and intelligence for actions
Greater physical distance to customers
Changing customer service landscape
By 2025, customer service organisations that embed AI in their multichannel customer engagement center platform will elevate operational efficiency by 25 percent.1
1 Gartner, 2019
Increased adoption of powerful AI capabilities
Continued growth of omni-channel
engagement
Increased use of proactive support
models
Microsoft levers to new Customer Service paradigm
(1) Human Assisted(2) Integrated to Cognitive Services
Mobile APP
According to Population Segment and Enquiry Complexity
Demo
‣ Mid-sized, specialist outdoor clothing retailer based in the peak district
‣ Traditionally retail store based
‣ Increasing online sales capability
‣ Small, office-based customer service team
‣ Customer base used to personal service and traditional customer service channels
*Fictional organisation
Alan
Trek clothing customer
Part 1:Agent
empowerment
‣ Case management
‣ Knowledgebase
‣ SLA management
‣ Contracts and agreements
Alan (Customer)Customer sends an email
Customer Service AgentService dashboard
Customer Service AgentReview case
Customer Service AgentKnowledgebase search
Customer Service AgentEmail Knowledgebase article
Customer Service AgentResolve case
Customer Service AgentResolve case
Alan (Customer)Customer satisfaction survey
Customer Service AgentContacts and agreements
Part 2: Omni-Channel
Personalised service
‣ Self service portal
‣ Live chat
‣ Text
Alan (Customer)Customer logs on to the self service portalAlan
Alan (Customer)Portal login
Alan (Customer)Create a support case
Alan (Customer)Create a new case
Alan (Customer)Create a new case
Alan (Customer)Create a new case
Alan (Customer)View open cases
Alan (Customer)Live chat
Alan (Customer)Live chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentOmni-Channel Engagement Hub – Live Chat
Customer Service AgentProactive extra steps!
Alan (Customer)View the information provided
Alan (Customer)Additional Channels
Customer Service AgentInbound SMS
Customer Service AgentInbound SMS
Customer Service AgentInbound Twitter
Customer Service AgentOverview of conversations
Manager / Super UserMonitor ongoing conversations
Part 3:Technology unification
‣ Unified data
‣ Data Insight
‣ Virtual Agents
‣ AI-driven processes
‣ Automated workflow
Customer Service AgentProactive extra steps!
Manager / Super UserCustomer Service Insights
Manager / Super UserCustomer Service Insights
Manager / Super UserKPI Performance
Manager / Super User
Manager / Super UserTopics for automation
Manager / Super UserPower Virtual Agent – Create a Bot
Manager / Super UserCreating the bot
Manager / Super UserConditions
Manager / Super UserActions
Alan (Customer)Customer engages with the bot
Alan (Customer)Customer engages with the bot
Customer Service AgentChat escalation from the bot
Customer Service AgentChat handover
Summary
Technology unification
Personalisedservice
Agent Empowerment
Empower agents with tools to manage and solve cases and
interact with customers.
Personalise customer experiences by allowing
customers to receive support however and whenever they
choose.
Unify systems to enable AI throughout processes, solve and automate complex issues, and
gain real-time insights.
Customer service capability
Getting started
Core Customer Service Deployment package
‣ 4 - 6 week deployment
‣ £25,000
All the core functionality you need:‣ Case Management ‣ Contract Management‣ Inbound email queues & automatic replies‣ SLAs‣ Knowledgebase‣ Dashboards‣ Business Process Flows‣ Outlook integration‣ SharePoint integration‣ Dynamics 365 Customer Service Insights
Plus:‣ Requirements gathering‣ Data migration ‣ Training‣ Project management‣ Go live
‣ Licenses from £37.70 per user per month
‣ Bolt-on packages available to expand further.
Q&A
