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SugarCRM Inbound Email processing allows support organizations to better manage customer support requests through information sharing and routing. With inbound email processing, users can create rules for inbound e-mails and automatically assign cases to the right customer support representative.
Impact
- Shared group inbox to manage and assign cases based on workflow rules
- Automatically attaches email to customer account record for better understanding of customer issues
- Issues can be prioritized and assigned
Customer Support: Inbound Email
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Resource Allocation
Manage team resources by prioritizing issues and allocating cases based on support rep case load and expertise
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Team Escalation
Ensure certain incident categories are automatically routed to the right team for resolution
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Issue Monitoring
Monitor how issues are resolved in your organization and identify process improvements for setting issue priorities and escalation definitions
