Business Analytics for Microsoft Dynamics CRM
Service analytics
Retain customers while minimizing service costs
The challenge facing customer service executives is to continuously improve service quality and customer satisfaction while minimizing costs. Analytics are key to measuring customer satisfaction and service levels provided, and to optimize staff performance, prioritize service and enhance cross-selling opportunities.
Customer service dashboards and scorecards are used to track service trends, such as spikes and dips in service calls and customer complaints, to measure service teams against KPIs, to track support requirements by region, customer, product or service type, and to measure service level performance. Key service metrics include:
- Customer satisfaction rates
- Case resolution times and average days open
- Open and overdue activities by owner, team, type, priority, account
- Service activities created in the current month vs last month
- Customer service rep performance