About

The Client is a US-based IT distributor, engaged in selling the products of the leading IT and telecommunications companies to enterprises, data centers and IT service providers.

Challenge

The Client had a problem with their default email tracking tool for Dynamics CRM which failed to ensure the fault-free tracking of emails from the Client s accounts in the Exchange Web Service (EWS) address book. Some emails were not associated with the right CRM contacts, which caused issues with customer communication. Also, the Client s CRM got overloaded with irrelevant emails and spam. To address these challenges, the Client turned to VolgoTechnologies as a reliable Dynamics CRM service provider.

Solution

To address the Client s challenge, VolgoTechnologies replaced the default email tracking tool for Dynamics CRM with its own product - EmailScoop. VolgoTechnologies team deployed the tool and launched the synchronization of the customer s contacts in the EWS address book with Dynamics CRM. This enabled the accurate tracking of emails from the Client s contacts in their EWS address book and reflecting them in Dynamics CRM.

To prevent the appearance in the CRM of emails from the addressers, which are not in the Client s EWS address book, VolgoTechnologies developers disabled the Create contacts option in EmailScoop using code. This also ensured that, once an email from a new contact is received, this contact is no longer automatically added to CRM. Such customization significantly decreased the amount of spam, unwanted and irrelevant messages in the Client s CRM mailbox.

Staging

Data Ware House

Data Ware House

Desktop Application

Results

The Client got a reliable email tracking tool, which allows to efficiently track both incoming and outgoing emails from the contacts in the EWS address book. EmailScoop improved the Client s communication with clients, since no email was lost or associated with a wrong CRM contact anymore. EmailScoop customization also secured the CRM from spam, irrelevant or unwanted emails.

Technologies and Tools

EmailScoop, Dynamics CRM API, EWS (Exchange Web Service), .NET, C#.