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Inbound Email Workflow

Alexander Fechner

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

Parents

  • Hi  ,

    Sugar does have some beneficial features in terms of handling inbound email via Cases. If you're not already using Cases for another purpose, then I think this is the most natural fit as long as your users are working from a common inbox. The case inbound flow will automatically link emails to contacts and their respective accounts on receipt and you can use SugarBPM to manage things like case priority and follow up dates. When replies on existing cases are received through that same email address, they are automatically archived to that case rather than spawning a new work item. 

    If your users are conducting communications with customers with their personal email, then I think you should reconsider what is the best workflow because that would mean having to connect each users email to Sugar. While it's technically feasible, most users (and admins) would not want this level of email coming into the CRM.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

Reply

  • Hi  ,

    Sugar does have some beneficial features in terms of handling inbound email via Cases. If you're not already using Cases for another purpose, then I think this is the most natural fit as long as your users are working from a common inbox. The case inbound flow will automatically link emails to contacts and their respective accounts on receipt and you can use SugarBPM to manage things like case priority and follow up dates. When replies on existing cases are received through that same email address, they are automatically archived to that case rather than spawning a new work item. 

    If your users are conducting communications with customers with their personal email, then I think you should reconsider what is the best workflow because that would mean having to connect each users email to Sugar. While it's technically feasible, most users (and admins) would not want this level of email coming into the CRM.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

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