Spring '14 brings additional customer service capabilities to Microsoft Dynamics CRM 2013 Online and On-Premise. These features are bundled together as "Enterprise Case Management" and available through CRM Professional license. One of the features of this advanced case management is "Automatic Email to Case Conversion". This is the ability to create cases automatically from emails received in the CRM queue.
Business benefits of email to case automation:
So given the benefits of productivity and better customer experience here I am going to list some of the considerations for implementing an email to case automation:
The spring '14 release of email to case functionality has some of these features, however there are still some significant gaps compared to the IOTAP Email2case automation solution for users to fully realize the benefits.
Implementing Email to Case automation for CRM 2011 customers:
The spring '14 release is applicable only to Microsoft Dynamics CRM 2013 Online and On-Premise users. This functionality is not available to CRM 2011 customers. For some 2011 customers the IOTAP Email2Case automation can be the difference between upgrading now or later. The Email2Case automation solution works well for both CRM 2011 and CRM 2013. For more details, click here!
CRM Dynamics is great platform to build CRM solutions for small business to enterprise organization. However to enhance the platform, add-ons from different partners provide a great way to improve the user experience and improve productivity. Check out the various add-ons that you can purchase from our online store:
This feature itself can sell MS-CRM if implemented properly.
Suresh Kumar VC