advertisement

CRM - A Cure for Call Center Efficiency and Customer Satisfaction - Microsoft Infographic

60 %
40 %
advertisement
Information about CRM - A Cure for Call Center Efficiency and Customer Satisfaction -...
Technology

Published on February 20, 2014

Author: Ideba

Source: slideshare.net

Description

Infographic created for Microsoft Services, telling the story of how Centene expanded operations while increasing client satisfaction by deploying Microsoft Dynamics CRM with support from Microsoft Services.
advertisement

Centene expands operations while increasing client satisfaction Centene is growing rapidly and needed to provide its call center staff with better tools to more effectively perform their jobs and increase first-call resolution and overall customer satisfaction. Often, customer service representatives (CSRs) would have to access multiple systems to locate information, which increased the overall talk time per call. With its Microsoft Services deployment, Centene has improved productivity in recently-launched call centers by 10 percent, reduced training time by 30 percent, driven business agility, and gained business insight. Additionally, the company now has a 360-degree view of member data, enabling more effective customer service. Working closely with Microsoft Services, Centene deployed an initial rollout of Microsoft Dynamics CRM to a test group in only three months. They also rolled out a pre-configured call center template that supports call flow, reduces clicks, and autocompletes fields when employees access the organization’s other systems, providing a single, comprehensive view of patient data. “By using Microsoft Dynamic CRM, we have been able to redesign our new-hire training program. Enhancements in system navigation, process flow design, and screen consolidation reduced the length of new-hire training by 30 percent. That translates into savings of thousands per new-hire class.” —Jennifer Weigand Vice President of Member and Provider Solutions Centene Corporation

Add a comment

Related presentations

Presentación que realice en el Evento Nacional de Gobierno Abierto, realizado los ...

In this presentation we will describe our experience developing with a highly dyna...

Presentation to the LITA Forum 7th November 2014 Albuquerque, NM

Un recorrido por los cambios que nos generará el wearabletech en el futuro

Um paralelo entre as novidades & mercado em Wearable Computing e Tecnologias Assis...

Microsoft finally joins the smartwatch and fitness tracker game by introducing the...

Related pages

Earn Customer Loyalty with Microsoft’s Customer Service ...

... management solutions for Microsoft Dynamics CRM. ... improves customer satisfaction with Microsoft ... Microsoft Dynamics CRM Trust Center;
Read more

Earn Customer Loyalty: Service by Microsoft Dynamics CRM

... such as call scripting and ... Microsoft Dynamics CRM enables customer service agents to ... City of London improves customer satisfaction with ...
Read more

Connector For Microsoft Dynamics CRM - Mitel Communications

Mitel’s Connector for Microsoft Dynamics CRM delivers real ... contact centers of any size can improve efficiency, ... and enhance customer satisfaction.
Read more

Customer Story

Contact/Call Center Management; ... Amway has turned to Microsoft Dynamics CRM for a fast, ... Ensuring customer satisfaction
Read more

What is call center? - Definition from WhatIs.com

A call center is a physical place where customer and other telephone calls are handled by an organization, ... Microsoft CRM; Open source CRM;
Read more

CRM for Customer Service | Customer Support Software | SAP ...

Deliver consistent, high-quality customer ... centers; Boost customer satisfaction and ... on customer insights; Increase efficiency by ...
Read more

What is customer relationship management (CRM ...

Most companies today use CRM (or customer relationship management) ... CRM systems are Salesforce.com, Microsoft, ... contact center calls. Customer ...
Read more

CRM | Pega.com - Pega | Applications Engineered for Evolution

Gain a different approach to CRM with Pegasystems CRM solutions ... drive up customer satisfaction, ... CRM software and call center software ...
Read more

Customer Care Accelerator for Microsoft Dynamics CRM - Home

Customer Care Accelerator for Microsoft Dynamics CRM. ... Unified Service Desk for Microsoft Dynamics CRM ... increasing customer satisfaction and ...
Read more