Microsoft Customer Care -Knowledge -Customer Experience -Channel Growth -Unified Service Desk -Platform -Case Management -Product Synergy -Scalability -Global Enterprise
The Parature Cloud Service Social Email Surveys & Feedback Self Service Portals Knowledge Management Consistent Messaging Combine Silos Accessible to all Self Service Portals Reduce repetitive inquiries Drive down support costs Provide 24/7 Support Multi Channel Engagement Continuous communications Precise engagements Unified support channels Knowledge Management Case Management Agent Live Chat Mobile
Self-Service Portal Provide a seamless, branded experience, personalized for each customer Intelligence and context to guide customers to their solution Increase deflection of common or repetitive questions Full styling control and markup for personalized look and feel to branded portal experience “ Parature put more hours back in our day with self-support solutions our customers actually enjoy using ” - Customer Support VP, Enterprise Media Company
Introduction The Future. Parature and Microsoft Dynamics CRM will jointly introduce turnkey integrations delivered with simplicity and convenience in mind. Today. Tailored integrations can currently be delivered by our industry-leading professionals that benefit each brand’s use case. Vision. As Parature, from Microsoft becomes more integrated with Microsoft Dynamics CRM, we will introduce new solutions centered on delivering highly productive and proactive customer service experiences.
Adding the Parature Experience Enable your customers to submit and track cases online anytime and anywhere. Parature Portal Boost agent productivity with quick access to consistent and organized information without having to open multiple windows, tabs or applications. Parature Knowledge
Empower your customers with the ability to submit and track their support cases online, anytime and anywhere. Parature Portal Real-time case status updates Auto- suggest answers Supports file attachments, links, and screen shots Custom branding Align fields to business processes Online case forms
How This Works Customers submit cases on their own directly from the customer Portal (powered by Parature). These cases are automatically routed into your Microsoft Dynamics case management system, mapping directly to your workflow. Your agents respond to these online case submissions from within Microsoft Dynamics Case Management. Customers get real-time email updates, and can track their case status at any time from the customer Portal.
Easily insert knowledge content into case answers Deliver consistent answers across channels Onboard new agents faster Full workflow –publish, author & read permissions Search knowledge content contextually Seamless knowledge access for agents Boost agent productivity with quick access to consistent and organized information without having to open multiple windows, tabs or applications. Parature Knowledge
How This Works Agents create or open a case in Microsoft Dynamics CRM. Contextually relevant folders are displayed based on search or field mapping. The agent is able to search for knowledge content from the same page. Agent can self-serve to find the answer to the customer’s question, or self-serve to locate process to perform an action for customer. Agent can insert knowledge content directly into the response to the customer.
How to Get Started Make sure your Microsoft Dynamics CRM product meets the product version requirements. 1. MSFT CRM 2013 (on premise or cloud) 2. Frameless Portal with authentication for your customers (SSO or Manual) Contact Parature Sales via www.parautre.com/request-a-demo Parature Portal Add Knowledgebase content via Parature. Make sure your Microsoft Dynamics CRM product meets the product version requirements. 1. MSFT CRM 2013 (on premise or cloud) 2. Parature Knowledgebase Contact Parature Sales via www.parautre.com/request-a-demo Parature Knowledge
Customers can easily submit and track the real-time status of their support or information requests. Online submit a case forms are fully customizable to your brand’s customer service and business processes. Customers can attach links, screen shots and ﬁles/photos or documentation to cases to assist in explanations. When integrated with Parature’s knowledge management capabilities, your brand will have the ability to auto-suggest answers and related content to your customers before submitting a case. Your agents never leave the Microsoft Dynamics Case Management system to support their customers. Key Benefits - Portal Empower your customers with the ability to submit and track their support cases online, anytime and anywhere.
Allow agents to easily search knowledge content, even “contextually” based on fields selected, while working on cases in Dynamics. Folders and content are fully customizable. Permission-based roles allow for unique authoring, publishing and access to content within Parature. Can be customized to replicate Parature’s Fast Forward button to insert knowledge content/text into a field with just the click of a button. This allows agents to save time and respond with a unified and consistent message. Provide onboarding assistance by enabling new agents to easily find and review internal and external content instead of asking co-workers and supervisors. Deliver consistent answers across channels. Whether an agent is responding to a phone call or to a case submitted through the web portal, email or social media channels, consistent and correct answers are at their fingertips. Key Benefits - Knowledge Boost agent productivity with quick access to consistent and organized information without having to open multiple windows, tabs or applications.