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how to track messages for CRM?

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  • how to track messages for CRM?

    Hello,

    In our company we have Exchange 2007 standart. We also have our own IS. Now we have need to track communication with our business clients. So I need to know how should it work. For example we have 10 workers who are mailing with people from internet. We would like to see in our IS who was writing to specific customer mail. There should be full huistoryu of all mail.

    How to do that? It shud be protected from deleting mail. Is journaling usable?
    How to access to journal mailbox? Or dont use journal but another function?

    Thanks.
    Last edited by caspi; 10th August 2009, 15:15.
    Thanks

    Caspi

  • #2
    Re: how to track messages for CRM?

    You could use journaling, but that will still give you the problem of how to manage that email and attach it to the relevant customer.

    You need to look at getting a proper CRM application. Exchange is not a CRM. Something that can track the emails, possibly with some kind of Outlook plugin.

    That could be an application or a hosted solution like Salesforce.

    Simon.
    --
    Simon Butler
    Exchange MVP

    Blog: http://blog.sembee.co.uk/
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    Exchange Resources List: http://exbpa.com/
    In the UK? Hire me: http://www.sembee.co.uk/

    Sembee is a registered trademark, used here with permission.

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    • #3
      Re: how to track messages for CRM?

      Originally posted by caspi View Post
      Hello,

      In our company we have Exchange 2007 standart. We also have our own IS. Now we have need to track communication with our business clients. So I need to know how should it work. For example we have 10 workers who are mailing with people from internet. We would like to see in our IS who was writing to specific customer mail. There should be full huistoryu of all mail.

      How to do that? It shud be protected from deleting mail. Is journaling usable?
      How to access to journal mailbox? Or dont use journal but another function?

      Thanks.
      The whole idea of a CRM is for the CRM to manage that. Most CRM's including FOSS ones have some form of Outlook plugin or the ability to natively track email conversations/history. Journaling wont be a practical solution.

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