Global outreach—Expand your operational compass for the most comprehensive customer impact.
Global outreach
Expand your operational compass for the most comprehensive customer impact.

Telecommunications

With a 360-degree view of your customers' needs, you can offer innovative services that distinguish your organisation and help your customers grow their profitability. Microsoft Dynamics CRM gives communications service providers a customer service, sales, and marketing solution that combines the power of productivity with ease of use to enable improved customer satisfaction and reduced customer churn.

Find customer success stories for telecommunications organisations using Microsoft Dynamics CRM
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Differentiate your customer experiences

Differentiate your customer experiences

Customers want to interact with you on their terms. Providing choice in a multichannel world will help ensure that you are "in the game" at each moment of truth in the relationship with your customers.

Customer relationship management (CRM) allows you to engage effectively across each of these key channels.

  • Phone and email. Real-time conversation with a customer over the phone can often be the best way to handle high-value interactions, and Microsoft Outlook email continues to see high usage despite the emergence of social channels.

  • Web self-service. Providing a great self-service experience can lower your costs while helping increase customer satisfaction. Help raise your return on every customer relationship by maximising order accuracy and effectively managing service delivery.

  • Social media. Engage and interact with customers and prospects in new and innovative ways by using social media communications and analytics.

  • Chat and co-browse. Proactively reach customers on your website to foster confidence, drive conversion, and reduce abandonments.

  • Mobile. Mobile device usage has exploded. Providing a great brand-in-hand experience can help keep your customers engaged at moments of truth.

Improve operational efficiency

Help improve cross-sell and upsell execution, target the right offers, and deliver the best possible service.

Telecommunications CRM tools are at your fingertips with Microsoft Dynamics CRM. Help improve cross-sell and upsell execution, target the right offers, and deliver the best possible service across sales, marketing, and services.

  • Streamline business-to-business (B2B) sales and relationship management processes.

  • Shorten sales cycles across highly connected teams, and streamline sales activities with consistent pricing, quotations, and discount processes.

  • Help increase your return on every customer relationship by maximising order accuracy and effectively managing service delivery.

  • Engage and interact with customers and prospects in new and innovative ways by using social media communications and analytics.

Gain customer insight

Understand your customers' spending behaviour better, and enhance the customer engagement and experience.

Offer your customers personalised care to build loyalty and to help increase your revenue. Understand your customers' spending behaviour better, and enhance customer engagement and experience.

  • Gather consistent customer data from diverse systems and databases in a single information repository to better cultivate profitable customer relationships.

  • Measure and learn customer behaviour to help improve service, optimise marketing spend, and grow share of wallet.

  • Use robust reporting and analysis capabilities to discover promotion effectiveness and customer spending patterns.

  • Measure customer loyalty, and create more effective loyalty programs.

Improve business intelligence

Quickly access, analyse, and take action on all the data in your business.

Quickly access, analyse, and take action on all the data in your business. Microsoft Dynamics CRM helps you unlock the power of your business data for users across finance, marketing, sales, customer care, and operations with visual tools and real-time reports.

  • Provide end users with comprehensive, intuitive, and collaborative ways to access, analyse, and manage the information they need to make instant decisions.

  • Evaluate the business to help optimise pricing, avoid market saturation, and identify opportunities for new services.

  • Evaluate behaviours to provide personalised service to your customers. Roll out customer retention programs, and analyse their impact immediately.

  • Gain greater business insight by viewing key performance indicators (KPIs) in real time with intuitive dashboards.

Enhance customer service

Provide customer service agents with rich and holistic information about every customer.

Provide customer service agents with rich and holistic information about every customer so you can offer fast, accurate, and personalised service to delight customers and help win loyalty.

  • Provide a comprehensive history of each customer—from initial contact through all subsequent interactions—throughout your organisation for more consistent customer service levels.

  • Identify, diagnose, and resolve customer issues with intuitive case-tracking capabilities and real-time communication and collaboration tools.

  • Improve call center efficiency with automated processes, streamlined escalations, and flexible service-scheduling tools.

  • Help increase customer renewals and subscription rates with real-time customer insight and intelligent call-scripting capabilities.

  • Expand your agents' skills with a centralised knowledge repository and shared best practices.

Take the next steps

More details

Find a partner to expedite your progress using Microsoft Dynamics CRM.

Eyeful Presentations

Consultancy opens new office in days rather than weeks with cloud-based CRM

Try CRM now

See Microsoft Dynamics CRM in action with this guided demo, and then try it free for 30 days, with no obligation.

What is Microsoft Dynamics for telecommunications?

This customer relationship management (CRM) solution for the telecommunications industry unites customer service, sales, and marketing solutions across multiple channels for improved operational efficiencies, business intelligence, customer satisfaction, and return on investment (ROI).

Social is for Closers - download the ebook - Microsoft Dynamics | Social Intelligence Guide for Sales