Making the Most of MS Dynamics for Customer Service

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Microsoft - dynamics - ebook- fax - email - customer - ordersProviding the best customer service experience is a key factor in attracting and retaining business. If you’re experiencing difficulties with manual case handling and problems such as:

  • long response times
  • administrative burdens due to inefficient document handling
  • lost customer information
  • excessive costs from manual case-management

…then it’s time to leverage your Microsoft Dynamics investment to its fullest potential.

If you are still entering customer order data by hand from paper documents, you’re missing out on the full power of your MS Dynamics solution. Automating your sales order process with document management integration can alleviate the time spent entering data twice and freeing up your Customer Service staff to focus on more important tasks.

To best leverage your MS Dynamics investment, there are 5 high impact areas an Order Processing partner should focus on to improve your efficiency and productivity:

Seamless reception of your orders

Received customer orders should be automatically routed to the correct Customer Service Representative (CSR) based on key order information, including: company name, distribution channel, product line, geography and more. The technology should combine multi-source processes into a single process. Regardless of order format (email, fax, EDI or paper) your automation integration partner should have ability to receive and instantly capture customer documents and immediately route them for processing.  

Ensure urgent orders stay on top of the queue

A keyword detection mechanism should be in place to allow you to prioritize certain orders (e.g., “rush” or “critical”) and have them displayed as urgent in your ‘orders to be processed queue.’  This way, priority orders can be dealt with first before moving on to less critical orders, allowing you to uphold promises to customers.

Eliminate need for physical storage space

An effective sales order integration will enable you to store all orders and supporting documentation in one database – including audit trails and notes – and access them easily.  Files can be stored according to your business requirements and eliminating the need for costly file cabinet storage space, printing and file destruction costs.

Access order data immediately from anywhere

To improve overall order processing efficiency, integrated order solutions should make it easy to instantly locate an order with supporting documentation. Documents should be easily retrieved, viewed, printed and emailed from any computer. Employees should have the ability to access all the order data they need from one cloud application from any physical location around the world.

Understands your agile business

Make sure you can take advantage of the technology you have in place – whether on-premises or in the cloud. Having a sales order automation partner who can help establish best practices integrating with MS Dynamics CRM, NAV, GP, or AX before implementing a new system can ensure you reap the rewards of new technology.

If you are still performing manual tasks while setting up orders, you are only half way to achieving the real benefits of your MS Dynamics solution. By finding the right order processing automation partner your maximizing your MS Dynamics investment and seeking a new way to gain competitive edge. The ability to quickly process, ship and access orders is at the core of an automation service model, with benefits that include: reduced operational costs, accelerated order processing time, eliminated manual data entry, and improved accuracy and visibility.





Diana Eagen

Diana Eagen joined Esker in February 2012. As Sales Director, she has responsibility for sales and customer development for Esker US. Diana has 20 years of experience working for various software companies, and specializes in solving business problems utilizing cloud based, software-as-a-service solutions.

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