dynamics CRM case studies
Ecclesiastical Insurance Case Study (PDF, 148KB)
Irish Life Case Study (PDF, 130KB)
Redburn Partners Case Study (PDF, 126KB)
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Endsleigh Insurance Microsoft Dynamics CRM 4.0 Case Study (PDF, 126KB)
Brit Insurance SharePoint 2007 Case Study (PDF, 185KB)
Endsleigh Moss 2007 Case study (PDF, 194KB)
Hiscox Microsoft Dynamics CRM (PDF,194KB)
Endsleigh Microsoft Applications Case Study (PDF, 209KB)
Grosvenor Estates Case Study (PDF, 78KB)
Endsleigh Dynamics CRM Case Study (PDF, 60KB)
Enterprise Plc Case Study (PDF, 53KB)
Royal Borough of Kingston Case Study (PDF, 188KB)
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video case study
Learn how Endsleigh Insurance is using Microsoft applications to gain competitive edge with their business.
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garry.stewart@ciber.com
Garry Stewart
CIBER UK Marketing
Call Guides for Microsoft Dynamics CRM 4
From call centres with hundreds of agents to a small business running a customer service desk, organisations face similar challenges. Both need to be able to build and structure scripts that assist users through an interaction with a customer, as well as, capturing data in a structured manner for subsequent use and analysis. Call Guides for Microsoft Dynamics CRM is designed to do this.
Call Guides for Microsoft Dynamics CRM is an intelligent data capture tool designed to allow business users, rather than technicians, to construct Call Guides that lead a user to capture data in a structured and consistent way.
Any data captured can be used to update any entity in the system, allowing, for example, the easy creation of a case, logging a sales enquiry, scheduling a customer service call or updating existing records. Unlike many third party scripting tools, the solution is an integral component of Microsoft Dynamics CRM system and not a separate application requiring integration.
Benefits
- Business users can design user scripts
The Call Guide Designer enables business people, without technical skills, to build scripts easily and rapidly using a graphical user interface. Branching rules are supported, ensuring that the dialogue is appropriate and relevant to the user, based upon previous responses or other information known about the caller. All information, captured within the Call Guide is stored in a structured fashion, and most importantly, can update any relevant entities in Microsoft Dynamics CRM.
- Easy to use
Users work in a native and familiar Microsoft interface with all Call Guides being launched and operated within this environment. Individual pages are designed to capture the specificinformation needed for a campaign or dialogue. Navigation is simple using standard “Next” and “Back” buttons and, most importantly, the branching rules ensure that the user is guided to the appropriate next step within the script.
- Integral to Microsoft Dynamics CRM
Unlike other third party scripting tools Call Guides for Microsoft Dynamics CRM is an integral component. This means that the designer is launched from within CRM. It is cognisant of the data model and any element of the Call Guide design can therefore be linked to appropriate attributes of the system. This means that you don’t require additional third party skills to integrate another application.
To the user, all Call Guides are launched from within their normal Microsoft CRM environment making it a naturalextension and negating the need to use a separate application.
