Today is my first post here so please be gentle.
Ok I have been tasked with investigating several CRM solutions for my support department, we already have an implementation of Salesforce for our Sales and Account management teams, it seems only logical to look at Remedyforce to see if it can address my questions.
I would appreciate some feedback on whether or not Remedyforce can the do following:
When a Customer sends a new email, with a new support issue, it goes into our global support inbox.
I would like to be able to:
1.) Capture this email>assign a set of processes to it>create a unique case reference number (something easy to track)
2.) This email would then be moved to a mail box called 'In Progress' for example where it would be clearly separated from new incoming emails in the global support inbox, which would then go through the same iterative process creating a clear definition between new cases and existing cases.
3.) Any responses from the customer or support agent containing the case ref number originally assigned would always be sent to and from global 'In Progress' mailbox.
Thank you for any help.
Kind regards,
Anil
2 Antworten
Thank you flewells for your response.
I estimate we would have no more 8 individuals initially in the support process.
We would also like the ability to be able to expand this number in the future. Would Remedyforce be the way to go in this instance? Or would it be overkill.
I will of course look initially at standard Case Management functionality as you have suggested.
Thank you.
Regards,
Anil.
