Hexaware helps clients develop a customer relationship management (CRM) to orchestrate and enhance marketing, sales and service processes, customer and activity management with new Dynamics unified User interface, optimized, sustainable and scalable solution to increase Marketing, Sales and Service team efficiencies.

Realization of Customer Service basic functionality for one Business Unit with configuration & no coding

• Setup Client’s Contact Centre operations with Dynamics 365 Customer Service
• Enable Case, Entitlement and SLA Management process
• Enable Single view of Customer and related service Insights
• Omnichannel Engagement
• Enable Agent Calling Script
• Enable Customer Self-service Support Portal

• Enable Persona based Reports and Dashboards

  Benefits:

• Full omni-channel engagement lets customers connect anytime, anywhere, on the channel of their choice and convenience (chat, email, phone, social)

• Customers and agents are empowered with the tools they need to ensure quick and accurate resolution, every time
• Single agent interface driven by automation and AI provides access to everything necessary for highly personalized service
• Proactive Services enhance Customer satisfaction

Outcomes :

• Improve agent productivity by 30% – 40%
• Shorten resolution times by up to 20%
• Enhance customer satisfaction by 35%