Microsoft Dynamics CRM 3.0 includes a built-in  Service Scheduling and dispatch system that provides a centralized,  consolidated view of your professional service workers' calendars and  schedules. Your service dispatcher and service delivery staff can use the  Service Scheduling functionality to easily search for available time slots,  specialized talents, and capital resources (such as trucks) and to promptly  schedule service appointments for customers. Microsoft CRM 3.0 helps you reduce  resource inefficiencies and deliver prompt, accurate service to customers,  strengthening customer satisfaction.   

Scheduling appointments right the first time
For many businesses, a high priority of customer service is effectively  scheduling service appointments. Doctor and dentist offices, tax services,  electricians, and many other businesses need an automated, efficient way to track  resource availability and plan for staffing needs. Businesses such as these  need to understand what resources are required for each service and when those  resources are available. And, of course, your customers want service that is on  time and on target. A service appointment gone wrong can damage your standing  with customers.   

Automated Service Scheduling works the way you  work
Microsoft CRM 3.0 includes an appointment-based service scheduling capability  that enables you to define your services, resources, work schedules, and  service locations. A sophisticated scheduling engine manages appointment  booking and service availability according to your business rules. You can  adjust it to optimize scheduling and reduce resource usage and costs.  Point-and-click reports help service managers identify trends and adjust  services and resources to meet demand. And because service scheduling is an  integral part of Microsoft CRM 3.0, your staff can easily reference customer  histories, demographics, and preferences in scheduling services. This  functionality enables you to deliver more personalized, customized service as  well as feed customer service histories back into your marketing and sales  processes.   

For example, an automotive repair shop might define  services in Microsoft CRM as brake jobs, front-end alignments, transmission  overhauls, and other service offerings. The repair shop might define resources  as individual mechanics, vehicle bays, tools, and parts. When a customer calls  for a service appointment, any worker in the shop with access to a computer can  schedule an appointment. Depending on the service needed and time slots that  are open, Microsoft CRM 3.0 displays the dates and times that are available.  The Suggestion Pane even lists resources and services that the customer has  used before. With the customer on the phone, the worker can schedule an  appointment in a click. Then the appointment (scheduled and finished) becomes a  permanent part of that customer's Microsoft CRM record.   

Business benefits of Service Scheduling in  Microsoft CRM 

• Automate service scheduling and centralize dispatching of resources and services         
     
• Enhance productivity, optimize resource usage, and lower operational costs         
     
• Improve customer satisfaction with timely delivery of accurate services         
     
• Meet response time commitments and avoid penalties         
     
• Keep customers informed  by setting initial expectations and keeping them apprised of scheduling updates if circumstances change         
     
• Adjust resource assignments in real time to meet high priority requests 

With Service Scheduling in Microsoft CRM, you can  centralize and automate scheduling, simplifying the work involved in booking  appointments and improving service delivery to customers. One more way  Microsoft CRM helps you get closer to customers and work more efficiently.