MHA work again with appVnet to resell a new application for turning incoming emails in to CRM Cases for CRM 4.0 and 2011. Not a new concept, but a cost effective new application that deals with all the niggles of the other options in this space...
MHA have used Dynamics CRM as their internal support system
since the release of the product in 2008 and have relied on third
party applications to handle incoming emails and case
generation.
"We have tried both open source and commercial applications to
do what we think is this very simple task of turning a customer
support email in to a CRM case," says Jarred Hogan, Technial
Director at MHA, "but there was always something that felt clunky
about them. They all relied on CRM queues and complication
that just wasn't needed. When we moved to CRM2011, we need an
application that would work with the new version as our old
solution wouldn't work anymore."
appVnet have designed a simple Windows Service application that can
poll one or more POP mailboxes independently of CRM
queues/mail router and turn the emails in to CRM Case activities,
notifying support staff, escalation workflows etc. The
application works with CRM 4.0 and CRM 2011/Live and is essentially
multi-tenant by design. This means a hosting company can run
once instance of this application and easilty set up additional
'queues' and customers on the one application.
The application also elegantly handles follow up emails, email
attachments, HTML email, auto-replies etc, all the things that
can make the other solutions out there stop - something not ideal
on a system that is handling your companies support front
line!
The new application called 'Case Monitor' along with a CRM
'solution' of views, escalation workflows and processes takes that
CRM Service area and makes it a ready to go support management
system for your business. appVnet and MHA have worked on all
the things that Dynamics CRM is NOT out of the box when it comes to
the Service area to build a truly competitive helpdesk solution on
top of Dynamics CRM.
Please enquire if you think this application could suit your
business. We can setup a trial on our hosted version in
minutes.