Email integration with CRM is an important part of the CRM
deployment for any enterprise. This is true simply because we all live
and conduct our business in our email clients to a very large degree. RSS feed readers and IM (instant
messaging) both have their place in our lives, as does the visual Web
browser. In some sites the visual Web browser is now more commonly used
as a thin client for CRM consumption than for surfing the Web. But email is the one ubiquitous thing we can’t ignore, and always turn to.
For
users of Clarify™ data within an enterprise, Dovetail has delivered
enormous email capability not present in the standard Amdocs deployment.
Dovetail’s
EmailManager, implemented as a Windows Service, allows operations to be
performed against a Clarify database by sending email. Clarify’s email
manager has long had issues with performance, reliability and
scalability. Many Clarify customers who require such functionality have
used Dovetail’s EmailManager instead.
Technical reasons for IT’s love of the service include:
- Full I18N support
- Can execute custom APIs
- Significantly more scalable
- Significantly more reliable
- Significantly faster
- Significantly easier to install, implement and maintain
- .NET managed code, POP3 and SMTP-based (mail server independent)
Business folks see it this way:
- Cost savings
- Inexpensive mechanism for quick, easy integration with other apps & organizations
Here’s
an example of the Dovetail advantage in use. Dovetail’s “Enhanced Email
Out” adds a large feature set to the baseline Clarify Log Email
function, and many Clarify customers have replaced the stock “Log Email
Out” with Dovetail.
Features in the set that users really depend on nowadays include:
- Subject lines
- Bcc
- Signature files
- Unlimited recipients
- Address books from both Outlook and Clarify contacts
- Unlimited attachments
- Attachments linked to Clarify objects as desired
- Full commitment support
- Outlook look-and-feel
- Duplicate address removal
Users report that they gain:
- Enhanced communications
- Enhanced tracking
- Enhanced commitments
It’s
an overall better user experience – which in this day and age means the
ability to fly though the day’s process more smoothly and productively.
