Any time your customers want to interact with you the tenets of excellence in customer service dictate that you should allow them to do so using the ‘Martini' principle – Anytime, Anyplace, Anywhere. Increasingly these days that means electronically / digitally in some shape or form, so companies need to open up their business services to customers via multiple channels.
Of course when doing so the question of security rears its head. Key questions you need to know the answers to are:
• Who are you?
• Are you really who you say you are?
• What do you want to do?
• Are you allowed to do what you want to do?
• Are there any restrictions we want to apply?
To address these needs an effective AIM capability puts you in control of access to your company's systems and effective integration allows you to easily provide access to specific services. So far, so good.
Where it can start to go awry is when things go wrong with this access; people get stuck or they make changes. When this happens other channels get engaged. Often the phone lights up! Therefore you need to know who was doing what, what they have access to (and what they don't) and how to go about addressing their issues. Customer service extends far beyond the product / service your think you are providing – the channel is all part of the experience, and that's down to you too.
To address this, CRM systems come to the fore. Providing the facilities to track and manage people access – integration with an AIM system – puts you back in control. Providing a knowledge base to help those people trying to resolve the issues allows you to turn the resolution into a positive customer experience. Finally, having access to your customer's full record allows you to tailor the resolution and timings to the category in which your customer fits.
To find out how Microsoft Dynamics CRM and the Solidsoft AIM can help you provide a compelling and secure multi-channel experience contact us at CRMEnquiries@solidsoft.com