Hey there,
System: SugarCRM Enterprise on premise with inhouse Exchange
Currently, I have people working on customer requests/emails in their OWA postboxes. The problem is, that I can not ensure, that those customer requests are being answered in time. Furthermore, the customer communication is not archived in CRM at all (only if the sales rep copy/paste it).
My idea of a worflow:
- archive all inbound emails in CRM
- link email to respective sender/contact/account
- create task for each inbound email
- assign task to respective team/user
- set due date for task
Goals:
- emails are beeing answered in time
- emails are archived in sugar
- it is possible to monitor/hand over open tasks/unanswered emails
- ....
My current challenge is, that I cannot link a task to the respective email. There seems to be not relation.
Shall I use cases instead of tasks? How did you guys implement such a workflow?
Hope for a nice discussion
BR
Alexander