A previous CRM that I had used had a sync between the User's email address and all Account's addresses. For instance:
If we created a new User with the email address
example@example.com, every time that they sent or received an email from any of the accounts that they contacted in the system (
account1@example.com,
account2@example.com, etc.) the email thread would be automatically posted in the account page in the CRM. The best part is that it was completely automated, so we were able to see all contact from all Users with every account as far as email was concerned.
I think this would bring some awesome functionality with automated note taking and email logging. Let me know what you think!
It looks like this example is from Gmail. This would be awesome!
Thanks for sharing, Travis. A couple of questions:
- Would you want every email to be logged automatically, or would you rather give individual CSMs the power to [i]share certain important threads with Gainsight? Any volume or noise concerns?
- Would you want to bring in only those email conversations where a known Customer Contact is involved, or also all internal communication threads? Perhaps there is a different criterion you have in mind to [i]flag emails correctly -- what kind of emails make sense to log this way?
- In your previous system, was each response logged as a separate email activity? If yes, is that sufficient or is it required to merge threads?
- Would you also want this Gmail connector to auto-pull and log meetings (of a certain kind) from your calendar?
PS: We are releasing a new feature later this year to more easily log such activities. It will serve as a foundation to effectively add such integrations, so your comments are extremely timely.
"Would you want every email to be logged automatically, or would you rather give individual CSMs the power to [i]share certain important threads with Gainsight? Any volume or noise concerns?"
I would say this should be optional - some customers may want it one way, some may want it the other. I can see a LOT of noise associated with this.
I know this was for Travis, but here are my $.02.
- I would want every e-mail logged that is either to or from my customer logged automatically. I would then couple that with permission based access to remove some if the need arrises. I don't worry about the noise because every interaction is important.
- Yes, I would only bring in conversations to known contacts, so I would look at the actual e-mail address, not just the domain. That way I know every e-mail that was sent to my customer from anyone in my org.
- I would want it logged as a separate e-mail activity.
- Calendar would be nice, but I think would be a separate enhancement.
Thanks for the response!
- I would love the default to be automatic, but as the two replies before me mentioned, I think that restricting or changing that would be a very good feature as companies would have differing situations where they might need to do so.
- I think it would make more sense to only have communication with the exact email address as well.
- The previous one each thread was marked separately, and I actually enjoyed that functionality better than I think I would if they all got combined. It keeps all of the conversations and issues separate.
- If that was a possibility to sync with calendar, that would be incredible.
This functionality would be epic and awesome. So incredibly helpful! Hope this becomes a thing.
Manu,
I believe that every email (at least for us) will be overkill. Ideally we should be able to BCC a special email address in GS that will process the emails sent to it or a way in which you can flag the emails you want added to the system. Calendar integration would also be awesome!
Looking forward to this new feature. Any updates?
Thanks!
Any updates on this feature? Is it out yet?
Any update on this? Would really take timeline to the next level.
You might want to review this related request which has a lot of votes and a more recent update from our Product team.