Microsoft CRM 3.0 for Association Member Support Staff

• Native Microsoft Outlook experience. Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.
• Case management. Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
• Service requests. Automatically associate incoming support inquiries with the appropriate case.
• Queuing. Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.
• Routing and workflow. Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.
• Searchable knowledge base. Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.
• Contract management. Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.
• E-mail management (includes auto-response e-mail). Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages. Product catalog: A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
• Reports. Identify common support issues, evaluate customer needs, track service processes, and measure service performance. Service appointment activities: Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.
• Services, facilities, and equipment. Model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organization.
• Service scheduling engine. Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
• Global service calendar. Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.