How does Dynamics CRM improve customer service?

By Bryan Parsons

12 August 2016

Great customer service should revolve around 3 key fundamentals; communication, management and keeping promises. Any software, tool or strategy that can assist you with keeping your promises and help you deliver on those fundamentals is essential.


Dynamics CRM allows you to communicate with your customers in any number of ways. One of the really powerful features are workflows, which can trigger emails to customers at certain points in the life cycle with no intervention from you. For example, for new clients, a welcome email could trigger, followed by the request for the payment details and then a follow up email a few days later to see how they are getting on.

Periodic reminders can also be setup to prompt the customer’s account manager to contact the client at frequent intervals and/or at critical times like contract renewals.

Powerful dynamic groups in CRM enable you to quickly create a distribution list from all your clients with, say, a certain product or in a certain location. You can then make sure they are only getting emails from you that are relevant.

Dynamics CRM integrates really well with Outlook, making it easy to track all your communication with customers, ensuring you have a full history at your fingertips in future dealings with the customer.



As mentioned above, CRM allows you keep track of all your communication with the customer as well as important details, like what services they have, how long they have been a customer, who the key contacts are and pretty much anything else you care to track.

CRM also has great task and ticket management built in, ensuring the right people get the right tasks and it doesn’t get lost or forgotten about. Issues can be managed to resolution and the customer kept informed of progress.

Keeping your promises

We all know this is key to great customer service. If you tell your customers you’re going to do something, you’d better get it done when you said you would. CRM can help here, keeping track of what you’ve said to the customer, creating linked tasks and reminders so you don’t forget to deliver.

Anyone on your team can see what the status of the customer is, what tasks are outstanding and who they are assigned to. When the customer calls for an update, their query can be answered by anyone and notes added to the task or client for the appropriate person to pick up.

Dynamics CRM is really beneficial for business, keeping all customer contact in one place and helping to improve your customer service. If you’d like to implement Dynamics CRM for your business, get in touch with the team at SpiderGroup. You can call us on 0117 933 0570 or fill in our contact form and we will get back to you.

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