1. Copyright ©2001-2004 SkyeyTech, Inc. CRMdesk Power and elegance

2. Copyright ©2001-2004 SkyeyTech, Inc. Email Interface Introduction If you already familiar with the CRMdesk web-based customer support interface, this presentation will introduce Email Interface – a powerful alternative to the main interface.  Email interface converts CRMdesk to a powerful email tracking system which may completely change the way you are handling email correspondence.  The system will load all the emails from the selected mailbox to your CRMdesk database and convert them into trackable issues.  Sophisticated email rules will allow sorting incoming mail and moving it to appropriate projects and areas.  Not only your old support email correspondence will never be lost, but the CRMdesk will organize it as a searchable and trackable database, giving you an unlimited storage space.

3. Copyright ©2001-2004 SkyeyTech, Inc. HTML compatible  Ability to accept the original email HTML graphic format makes Email Interface really effective and spectacular. CRMdesk loads incoming HTML emails preserving original formatting and hyperlinks.  Email attachment will be automatically uploaded to CRMdesk and integrated with the record.

4. Copyright ©2001-2004 SkyeyTech, Inc. E-mail interface from the Customer standpoint  Email Interface allows users to submit their questions or requests not only through the support desk entry form, but via email also.  The system identifies registered users by email address in the "from" field. If the system doesn't find such user, it automatically creates a new user with this email address.  The system creates a new question for this user or updates an existing question if the subject contains existing question number next to the pound sign "#123".  It is important to keep the issue number, together with a pound sign anywhere in the "subject" line in order for the history to be updated. The subject itself may be changed, as long as the number stays unchanged.  User notification URL contains user information. It allows for the system to login user automatically, even if he/she is a new user who didn't register using login form. This user was already created automatically when the system received email from him/her.  When encrypted login information will be stored in cookies at least once, the user will be logged-in. He will be able to reply both ways - through the customer desk or via email, and the system will place his replies to the right place. Email request may contain an attachment. Attachment will be also integrated with an appropriate question or request.

5. Copyright ©2001-2004 SkyeyTech, Inc. Email notification sent to the customer  Customer receives automatic email notification with the following message: Your Question has been received. Our professional support staff will respond to you as soon as possible.  Notification contains URL link to the discussion thread.

6. Copyright ©2001-2004 SkyeyTech, Inc. Email notification sent to the Customer Support representative  Customer service representative will receive automatic email notification with the URL link to the discussion thread.

7. Copyright ©2001-2004 SkyeyTech, Inc. E-Mail interface setup is easy. Click "Mail" menu item from the "Admin" tab. Fill your email server information the same way as you configure your email application (MS Outlook, for example)

8. Copyright ©2001-2004 SkyeyTech, Inc. Email server information Fill your email server information the same way as you configure your email application (MS Outlook, for example). Enter your POP3 server name, for example: mail.myemailserver.com Enter your login name and password for this email account. Check "Leave a copy of messages on server" if you would like to keep them for further manual retrieval. Uncheck this box if your mailbox size is limited, so it won't accumulate messages.

9. Copyright ©2001-2004 SkyeyTech, Inc. Email client settings There are few minor changes needed for your email client software (such as MS Outlook or OE). It is important to check "Leave a copy of messages on server" at least for 1 day on you email application ("Accounts->Properties->Advanced"). This will ensure that your email client application (MS Outlook, for example) won't compete with CRMdesk on who gets the message first. CRMdesk is checking for new emails every couple of minutes.

10. Copyright ©2001-2004 SkyeyTech, Inc. POP3 email accounts Email interface may be extremely useful in tacking role-based company’s mailbox, such as support@yourdomain You may set CRMdesk email interface to retrieve email directly from your company’s support mailbox, or you may set forwarding to any POP3 email account. This may be a special email account that you create on your company's mail server or you may just register POP3 e-mail account with third- party providers, such as Yahoo, for example.

11. Copyright ©2001-2004 SkyeyTech, Inc. Mail Workflow Rules Mail rules allow to move requests to appropriate projects and areas.

12. Copyright ©2001-2004 SkyeyTech, Inc. Typical scenario Once a new customer question or request is sent to the specified mailbox, CRMdesk will automatically load this request and may assign it to the specified customer service representative according to the workflow rules. A new and unique request number will be assigned to it. CRMdesk sends automatic notification to the customer support representative that a new issue has been opened under a specified number. When your customer support representative replies, CRMdesk automatically updates the discussion thread. When the customer replies, CRMdesk will keep updating discussion thread. If a customer service representative is not able to resolve the issue, he/she may reassign it to another person. Finally, when support request is resolved, it may be closed. All the requests, including closed ones remain to be searchable. It helps to streamline customer support by searching for the previous answer to a similar question. The system also allows to generate reports.

13. Copyright ©2001-2004 SkyeyTech, Inc. Email interface is a powerful feature Put CRMdesk Email interface to work for you and let it organize your customer support or corporate email correspondence like never before! You are just a few minutes away from starting using CRMdesk Email interface. If you are already using CRMdesk Professional Edition it will take just a couple of minutes to setup Email interface from the Admin page. If you are currently using the Standard Edition, contact us at info@CRMdesk.com to upgrade your license.info@CRMdesk.com Turn On email Interface now to unleash a power of CRMdesk!