Email-to-Case Saves Customer Service Time and Money
Email-to-Case for Customer Service Case Management provides an automated process for initially creating customer service tickets from emails and provides for rapid communications, with external acknowledgements and internal notifications, and elimination of several manual data entry steps to keep the cases moving through the queue to resolution.
SyncraTec partnered with IOTAP, a Microsoft Dynamics Independent Software Vendor (ISV) with offices in Reston, VA, to provide the Email-to-Case solution for a nationwide propane distributor headquartered in the Philadelphia area.
Nationwide Propane Distribution Operations
Two customer service groups at the organization took advantage of the solution. We brought in approximately 100,000 customer ship to addresses, which are updated weekly, to facilitate the process by automatically populating address information to the case. Incoming emails addressed to specific queues (email addresses) are automatically converted to cases in CRM. The body text of the email is copied-over to the case description, attachments are also uploaded from the email to the case. An email acknowledgement is immediately sent back to the customer to let them know their case has been received and will be processed shortly. Also, internal notifications are sent to the case owner. Further correspondence back-and-forth between the Customer Service Reps and the customer are tracked within the same case in CRM.
Augmenting the Process with Automation