Email-to-anything enables you to send, forward or cc emails to any object in Salesforce, including custom objects. These can be emails sent directly from a customer, supplier or staff member, or emails which are automatically received upon submission of a web form.
Once E2A has sent an email to an object in Salesforce, a new record can be automatically created. So it can be used to automatically create Leads, Opportunities, Cases, Contacts, Tasks or any custom object.
Email-to-anything can be used to create tickets for any helpdesk scenario, for example IT tickets or Facilities tickets. An IT helpdesk can use it to send cases to a custom object in Salesforce (e.g. IT Tickets), and then all tickets received can be assigned out to individuals or queues directly from Salesforce.
Email-to-anything’s advanced email client can send emails from within any Salesforce record or object. Any responses can be automatically matched to the original record, and conversations stored accordingly.
A unique thread ID ensures inbound & outbound emails relating to a specific record are stored as conversations against that record, so the entire history of communication with a given Contact, or relating to a specific Case, can be viewed (and acted upon) by any permitted Salesforce user.
Where a new record is not required, Leads, Cases or tickets can be matched to existing records. Emails might contain fresh data which enables empty fields within an existing record to be populated, or existing information to be updated with fresh data.
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USE CASES
Sales Leads
Auto-forward sales inquiries (by email or web form) to Salesforce, automatically create Leads or Opportunities in the Lead or Opportunity object, then auto-assign to sales reps, sales teams or queues. E2A ensures leads are processed as soon as they are received, leading to higher conversion rates and increased sales.
Cases
Auto-forward customer requests to the Cases object in Salesforce. If the contact already exists, E2A logs the request as a new case against that contact/account. If it doesn’t exist, E2A creates a new contact & case. E2A shortens the time to resolution and helps improve customer satisfaction ratings.
IT Tickets
Receive internal IT requests to a specific mailbox, auto-forward them to your custom “IT Tickets” object in Salesforce, create the tickets automatically, and assign them to an agent or queue for resolution. E2A enables tickets to be assigned instantaneously, meaning a decreased time to resolution, less downtime and higher workforce productivity.
Helpdesks
Automatically create tickets from emails (or web forms) for any helpdesk scenario. Auto-forward or CC emails to any object in Salesforce, including custom objects. Use E2A to handle external (customer/prospect) or internal (staff) requests. E2A can be coupled with its sister app Q-assign, to enable the intelligent assignment of leads, cases and helpdesk tickets.
