Online Customer Engagement with Dynamics PortalsSession 313Matt Braunstein

Agenda

Introduction to Dynamics Portals Leveraging Customer Engagement Tools

Introduction to Dynamics Portals Functionality

How do we achieve these goals?

• Deliver Content on Multiple Devices

• Platform based on a Secure, Configurable Portal Foundation

• Top Tier Customer Service tools

• Excellent Sales and Marketing functionality

Increase Service CapacityIncrease Customer Satisfaction

Create loyal customersIncrease market share

Meet Lewis – Customer

It is important for me to be able to submit issues to my vendor. I need to be able to see my

previous issues. I would also like to see real time

the progress of my open cases. I would also love to see answers

to questions in a knowledgebase.

Demo

Meet Lewis – Customer

Results: Steve has up to the minute insight

on the resolution of his issues. Steve can access the portal from

virtually anywhere. Vendor can collaborate effectively Issues resolved in a timely manner. Help for additional issues found in

the knowledgebase.

Meet Ryan – Customer Service Rep

I need to quickly and easily support customers that submit issues via the portal. I need to see metrics on all cases

regardless of the method of entry.

Demo

Meet Ryan – Customer Service Rep

Results Faster issue resolution though

simple monitoring of customer issues Improved communication through

the portal Enhanced customer experience

through flexibility with communication channels (portal, e-mail, knowledge base)

Leveraging Other Portal Tools

What else can I do with portals

• Customer Engagement

• Partner Engagement

• Employee Engagement

• Build your own experience!

Improve customer experience and drive loyalty

Achieve service level goals

Create brand advocates and referrals

Efficiently utilize resources and control costs

Customer Engagement

Engaged customers turn into repeat customers, and repeat customers turn into advocates who spread the good word Building a community allows customers and prospects to talk to

each other an share experiences. It also allows you to field questions and engage your customers. You can also draft and host blog articles!

Partner Engagement

If you’re engaging a business partner to help you move product (such as a distributor, reseller, supplier, etc.), you can use the Partner Portal to start capturing sales channel data from your partners just as you would from your own captive sales staff. Let your external partners create, manage, and collaborate on their

own opportunities alongside your in-house staff.

Employee Engagement

Similar to your intranet, the Employee Portal can give your internal staff a place to curate and share internal knowledge. You can also give specialized groups very targeted access to CRM

features without giving them the entire front-end. This can be helpful for staff that needs to interact with CRM data

only in rare cases. Much like the Customer Service Portal, the Employee Portal can be

used to submit and resolve internal trouble tickets.

Custom Portal Framework

The custom portal framework is completely extensible and customizable. It gives you a fantastic jump-start by

minimizing the up-front overhead costs associated with infrastructure and platform development, and lets you get right to the meat of defining “what do we need this thing to do”.

Questions?