Product Description
SuiteCRM Email to Case is a powerful and efficient customer support tool designed to streamline the handling of customer inquiries and issues through email communication. It empowers businesses to convert incoming emails into actionable cases in SuiteCRM, facilitating better tracking, prioritization, and resolution of customer support requests. With a range of innovative features, Email to Case revolutionizes the way companies manage customer interactions.
Real-life Example
ABC Electronics, a consumer electronics company, faced challenges in managing its customer support inquiries effectively. The company received a substantial volume of customer emails related to product issues, technical queries, and general support requests. Handling these emails manually proved time-consuming and led to delays in response times. Moreover, there was a lack of centralized channels for customer interactions, making it challenging for support agents to access historical data and provide seamless support.
Solution: Implementing SuiteCRM Email to Case
To address these challenges and enhance their customer support processes, ABC Electronics decided to implement the “SuiteCRM Email to Case” tool within their existing CRM system. The objective was to automate the case creation process from incoming emails, consolidate communication threads, and improve response times, ultimately elevating customer satisfaction.
This plugin threaded all incoming and outgoing email conversations related to each case, ensuring a centralized and accessible record of customer interactions. Support agents could now access a complete timeline of past interactions, enabling them to provide personalized and informed responses.
Email to Case’s automatic duplicate check based on email sender and subject helped ABC Electronics identify and merge similar cases.
Key Features of SuiteCRM Email to Case
Transform your customer support experience with the Email to Case feature in SuiteCRM. This powerful tool automates ticket generation, streamlines communication, and ensures a more organized workflow for your support team. Here are the standout features:
- Threaded Email Conversations: All related incoming and outgoing emails are captured and linked to the respective case, giving your team full visibility of customer interactions.
- Attachment Handling: Supports all types of attachments including screenshots and log files, ensuring critical information is never missed.
- Auto-Increment Case Number: Automatically generates a unique, sequential case number with a customizable prefix (e.g., CASE-00123).
- Color-Coded ListView: Visually intuitive color configuration for case statuses (e.g., green for resolved, orange for new).
- Detailed Case Timeline: View timestamps for created, touched, reopened, and closed events along with user info and work duration.
- Voice Alerts: Use services like Amazon Polly or Google Text-to-Speech to get audio notifications on case updates and new case creation.
- Jump to Latest Email: Instantly navigate to the latest message in the conversation thread.
- Internal Updates: Add private notes in the thread that are visible only to your team, not to customers.
- Smart Contact Linking: Cases are auto-linked to existing contacts/accounts based on your workflow, avoiding duplicates.
- Auto Case Reopen: If a customer replies to a closed case email, the system reopens it automatically for seamless support continuation.
- Customer-Initiated Closure: Customers can close cases themselves via a link included in your emails.
- Duplicate Check: Prevents duplicate case creation by checking both sender and subject line.
- Voice Transcription on Close: Sends a complete voice transcription of the case to a configured email once the case is closed.
- Multiple Support Emails: Easily manage cases from multiple configured support addresses.
- Rich Text Editor: Respond with styled text, inline images, blockquotes, headings, and more.
- Fully Flexible Configuration: Customize everything from field labels and dropdowns to row colors according to your business needs.
Question? Look here.
How does SuiteCRM Email to Case handle duplicate cases?
SuiteCRM Email to Case uses both the email sender and subject line to check for duplicates. If a similar case already exists, the plugin merges the new email with the existing case to avoid clutter and confusion.
Can customers close their own cases?
Yes. Customers can close a case themselves by clicking a dedicated link sent in the email. This helps reduce manual effort for the support team and empowers users to manage their queries independently.
What happens if a customer replies after the case is closed?
If a closed case receives a reply from the customer, the plugin automatically reopens the case. This ensures that ongoing issues are addressed without the need to create a new case.
Are internal notes visible to the customer?
No. Internal updates added by support agents are only visible within the CRM and are not sent to the customer. This feature allows teams to collaborate and log important context without confusing the customer.
What types of notifications are available for new or updated cases?
Apart from standard alerts, SuiteCRM Email to Case offers voice notifications using services like Amazon Polly or Google Text-to-Speech. This ensures urgent updates don’t go unnoticed by the support team.