The Customer Experience – Self-Service Portal with Work 365
Customer Self-Service Portal
Some estimates show that up to 80 percent of customer interactions will happen through the self-service portal as early as 2020. Customers are looking to place orders, submit tickets, get billing information and receive various other services on their own terms.
These services are enabled through technology investments which can be challenging to implement for smaller businesses. In this article we will examine the three questions in the golden circle around Self-service – Why, What, and How?
Self-Service for CSPs and MSPs
10 Stats And Reasons That Prove That Microsoft CSPs Need Self-Service TODAY
Why do you need Self-Service Portal for IT Services companies?
The first and most important reason is that even if your customers are not explicitly asking you, they are expecting it from you. Secondly, this investment is the only way you can scale your business in the world of recurring billing cloud services.
Self Service and customer-facing Microsoft CRM portals create better customer experiences and allow Technology Services companies to scale at a fixed and predictable cost. As a service provider if you are not thinking about Scale and Customer experience your opportunities are going to erode.
Self-Service Portal delivers and creates better Customer Experience, and Customer Experience is one of the main reasons why customers chose to work with a service provider. For an IT services company, the customer experience journey starts from the initial contact and as shown below, the path is not linear and is littered with an infinite number of interactions.
To provide an exceptional customer experience at every step along this journey, Microsoft Partners and Technology Services companies need to have the infrastructure and tools in place to manage these interactions.
What can you do with Self-Service Portal for your customers?
Self-service is about enabling scenarios for your customers at every stage of the journey shown above. Some examples of the things customers want to do:
Most often the only self-service scenario that is enabled is ticketing and case management and the primary reason is that the data and processes are initiated and enabled in different systems. The challenge for Service providers is how do you enable these various scenarios when the data is actually scattered in multiple systems.
How can you achieve these great experiences and outcomes?
Self-service creates better customer experiences and allows technology service providers to scale their businesses. Customer data and business processes are stored in various systems.
Self-service can become very hard to deliver when the data is in so many different systems. Work 365 delivers a unified solution for all the applications with Billing Automation, and Service Management on the Dynamics 365 platform.
Dynamics 365 + Work 365
Built on Dynamics 365, Work 365 creates opportunities for us to transform services and deliver better outcomes while also reducing the following:
Understand changes a Microsoft Partner needs to make to eliminate roadblocks and scale business growth.
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