Leading Multinational Automotive Corporation Improves Customer Satisfaction With Email Integration

By Author: sindu kumar
Total Articles: 12
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The client is America’s leading multinational automotive corporation, and
among the world's largest automakers, employing 200 people and
doing business globally. With the growing customer base, the company
needed to increase its competitiveness, harmonize its customer
relationship, enable the decision making and strengthen its relations with
future and existing customers.

Challenges:
The automotive corporation is committed to earn the confidence and loyalty
of customers. The client strives to create passionate brand advocates who
love their vehicle and freely tell others about their experience. This
challenge included the deployment and adoption of a robust and versatile
Cloud CRM solution.

One of the major challenges was to integrate the service request and
responses to the customer’s contact details within the CRM and improve
the service provided to passengers.

Solution:
In order to efficiently address the customer service requests, CRM++ Email
Workbench was chosen as a comprehensive solution to manage, ...
... capture,
collate, respond and distribute important customer email activity all within
the CRM system. Every update, development and opportunity is
immediately shared with appropriate team members, without having to
remember to copy or forward.

CRM++ Email Workbench leverages the extensibility of Oracle®
CRM On Demand to provide a complete solution for delivering world-class customer
service. This helped the airline to link the prospect and customer emails
with the CRM data for a 360° view of the customer interaction.
The integration eliminated the need to switch between the CRM and the
existing email platform and maintain independent systems.

Benefits:
Seamless automation of service requests and one-stop email communication.
Organize all customer information and emails within your contact information.
Avoid switching between email and CRM modules to improve service requests resolution time.
Link prospect and customers emails with your CRM data so you have better information about
your interactions with customers always at hand.

Features:
Comprehensive inbox view within CRM system.
Compose & reply to email interactions from customers without toggling between email clients and the CRM system.
Apply pre-defined templates, HTML designs and embed images to outgoing emails.
Organize templates with structured categories.
Attach, preview and store multiple files and file formats to email interactions (supports xls, doc, pdf, ppt, etc).
Configure any IMAP email system (Gmail, Google Apps, Yahoo!, etc).

CRM++ Email Workbench provides a comprehensive solution to manage, capture, collate, respond and distribute important

customer email activity all within the CRM system. Every update, development and opportunity is immediately shared with

appropriate team members, without you having to remember to copy or forward.