Friday Feb 24, 2012

Spotlight on CRM++ Email Workbench

Improving User Adoption with CRM++ Email Workbench

When we think about high-performance indicators within business verticals, two factors stand out: customer satisfaction and experience. Importance of efficiently answering Emails (which may actually be service requests, complaints, grievances, appreciations, request for more business and so on) coming from customers cannot be overstated. This forms an interesting divide: Emails Vs CRM Records!

As of now, Email Messages sent to customers and responses received from them are updated manually in CRM System by the corresponding Owners (Sales Executives, Service Reps etc.,), Means, unnecessary human intervention and possible errors. What if a new service issues from customers is not converted to a service request? No one will start working on it immediately and there is a possibility of missing the SLA and penalties attached to it.

In addition to this, quick response time and a direct impact on the end user satisfaction being critical factors, manual conversion led to a redundant delay in response time.

Developed by CRMIT, an Oracle Gold Partner specialized in CRM On Demand, CRM++ Email Workbench is a Web based plug-in designed to solve the puzzle of CRM : Email Co-existence. CRM++ Email Workbench allows Sales and Service Organizations to work in a single window: the CRM system. Employees needn't switch between CRM and Email Windows anymore, all incoming and outgoing Emails are handled by Email Workbench in the background!

As the CRM system knows about all this communication, this leads to better tracking of issues and quicker response times, irrespective of which individual is working on a particular problem.

CRM++ Email Workbench automatically tracks all e-mails (including attachments) and converts them to Service Requests / Leads / Opportunities / Other in your Oracle CRM On Demand system. From that point, CRM users can respond to these mails, without ever leaving their CRM screen. This will ultimately result in faster response times, improved customer service and satisfaction.

To see CRM++ Email Workbench in action, view this YouTube Video

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