We are currently using email to manage customer support via a shared inbox in Outlook and Goldmine where users are ALL cc’ed on various email distribution lists such as: support@ | info@ | sales@ etc. For obvious reasons, Email threads and project management related communication, reporting along with tracking email responses, etc. etc. are problematic.
We are still in the process of implementing CRM, before we move forward with the implementation of ‘cases and queuing’ in CRM, I’m wondering if perhaps we should evaluate a 3rd party app such as www.zendesk.com or IOTAP - http://www.iotap.com/add-ons/microsoft-dynamics-crm/email_to_case_ms_dynamics_crm?
Similarly, Salesforce.com promotes, desk.com and service cloud. Is there a similar option for MS CRM 2015 On Premise?
Also, if we choose to leverage cases to help automate this process is the outlook client required? End users are experiencing issues with the outlook client causing slowness and freezing. We are running outlook 2010 exchange w/ crm 2015 both on prem.
I noticed that you haven't received any input on this question. You might want to try re-posting in the open forum to hit a broader audience.
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