An important requirement of providing high-quality customer service is the effective management of caseloads. And this requires a case management system.

Whether you're looking to create cases more efficiently or manage customers' needs more effectively at scale, Microsoft Dynamics 365 is a valuable tool for the case management process.

Discover the benefits of using Dynamics 365 for case management:

Understanding Case Management And The Need For A Case Management System

Case management is a collaborative process of monitoring, evaluating, coordinating and assessing the services required to meet the needs of a customer base.

Case management utilises resource management, communication and advocacy to promote cost-effective, high-quality outcomes and interventions.

 

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When operating at any kind of scale, organisations need a dedicated case management system that can work across their operations and offer straight-forward reporting on service KPIs

Based on this requirement, there is a wide range of benefits of using Dynamics 365 for case management:

A Single Source Of Up-To-Date Data For Case Management

A Microsoft Dynamics 365 case management system can span the same data utilised by any sales and marketing CRM solutions an organisation may run.

With your entire organisation working from the same data source, it’s easy to keep all customer and prospect data up-to-date in a single system. The system's case record contains all of the essential information required for the support agent to analyse the issue and offer customer services accordingly.

Having case data information centralised against customer records can also assist sales, ensuring they reach out at the optimum point of the relationship and don’t contact customers at a time when they may be experiencing issues.

Detailed Tracking With Dynamics 365

Dynamics 365's unified database makes it possible for the support team to track the entire process of each case and oversee which steps are being taken to resolve each customer issue.

 

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A timeline window is displayed in the middle of the case record that contains all related activities and notes linked to a case, which can include each support agent's manual notes, activity records, appointments and all Outlook emails.

Dynamics 365's case management system contains a 'recent cases' window on the right of the case record, which displays all of the account's recent cases. This allows each support agent to have access to all of the relevant information linked to that specific customers’ previous support history. So if an issue has occurred previously the agent can quickly resolve it

In-depth And Instant Reporting

Utilising Microsoft Dynamics 365 for case management also provides organisations with easy to access, up to the moment performance data.

 

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Whether utilising Dynamics 365’s indigenous dashboards or Power BI for custom reporting, managers can track support performance information and trends. In turn, this can provide insight into how team performance can be improved or where particular customers are proving a drain on resources.

Improving Service With Dynamics 365 For Case Management

Creating an efficient customer support service is essential for fostering positive and long-lasting customer relationships.

If you're looking for a case management system that will keep your customer data organised, Dynamics 365 could be the right choice for you.

For more information on case management systems and Dynamics 365 please get in touch:

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