Hi everyone,
I am currently evaluating openCrx for my organisation. We run a service that uses email intensely and we need to manage the interaction between clients and facilitators. The requirement is that a client only needs to use one email address but internally, facilitators are assigned to handle requests for a group of clients.
The solution I am looking at is for the CRM to make routing decisions based on the client's email address.
This is the outline of the workflow;
1. Client sends and email to
info@...
2. Mail is relayed mail to openCrx
3. openCrx creates an Incident
4. openCrx alerts the facilitator who is subscribed to Incidents regarding assigned accounts
4. Facilitator creates follow-up and sends it as email
5. Reply emails are sent to openCrx as follow-ups
I would appreciate your suggestions and comments on this functionality.
Kojo
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