Improving Customer Service: How One Company Used Microsoft Dynamics CRM to Increase Its “Touch” Points

It can sometimes take the very worst to bring out the very best in a company. After poor customer service cost Pathology Associate Medical Laboratories in Spokane, Wash., a customer worth $1.5 million annually, it initiated a move to implement Microsoft Dynamics CRM. 

The result? The company nearly eliminated customer service as a drag on revenues; previously, bad customer service reduced revenues by 20%annually. In a presentation to the CRMUG Summit 2008, PAML COO Rosalee Allan described how working with Microsoft Dynamics CRM enabled PAML to achieve this reduction.


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