A key to business success is having quality customer service. In order to gain and retain customers, we need to keep our customers happy. In the process of dealing with incidents, the automation and the optimization of the processes is crucial. Automation can replace manual steps, increasing efficiency and effectiveness further. This cannot be accomplished without a suitable tool. A tool can help in tracking the cause and effects of the incidents. At the moment we are using Microsoft Dynamics CRM 2011.

With the Customer Support module in Microsoft Dynamics CRM 2011 we have the tool to improve customer satisfaction and the effectiveness of the service that we are providing. The Customer Support module provides us with customer information, service history, support knowledge and case management straight to the desktops of our company’s customer service representative and assists in administering consistent, effective customer care. With our improved Customer Support in place we are experiencing enhanced customer loyalty and maximum productivity. Customer Support the help we need in a format that is customizable and familiar, as you work to meet the customer service demands of your business.


  • Account & Contact Management
  • Ticket Management
  • Service Contract Management
  • Search
  • Knowledge Base
  • Defect Tracking
  • Standard Problems & Resolutions
  • Asset Management
  • Sales & Support Integration
  • Reporting
  • Notification & Alerts