Field Service App with Gmail and Office365 Integration

We've added zero setup email archiving into our Fieldmagic Cloud platform that completely removes manual handling of email tracking within your field service CRM.

16 November 2019
Glenn Richmond

Capturing Email Communication in Traditional CRM Systems is TERRIBLE

There, I said it. And I’ve been implementing CRM and business systems since 2004. The challenge with the traditional CRM approach is that most CRMs offer one of two options:

The reality of both of these approaches is that you’ll capture communications intermittently at best.

We decided to build an email integration that we actually wanted to use. Here’s how it works.

When an email is sent from Fieldmagic as a quote, a job notification, customer invoice, purchase order or supplier invoice, the email is sent via our cloud email infrastructure, which automatically tags the original email with a unique identifier in much the same way that ticketing systems work. However, instead of the email thread being linked to a ticket, the email thread is linked to the original Fieldmagic record.

When the customer reads the email and then replies to that email, the email is sent to a unique email address associated with that email thread, which triggers a number of key events:

From your user’s standpoint, it appears as if the customer has responded directly to them, when in reality the email has passed via our email handling infrastructure and been automatically forwarded to the relevant recipients, ensuring that critical customer communication is captured in the meantime.

The same is true when your users respond to the customer emails. The email that is forwarded to the original thread participants behaves in the same way as the original email. This means that your user does not need to go back into the CRM to respond to the email - they can simply reply to the message as they would any other email and it will be captured automatically into the CRM and the customer will be sent the email as if the email came directly from that customer.

What’s the end result?

The end result of this is:

It’s not just for customer communication

Consider this scenario:

If you simply send the original request for quote to your supplier from the opportunity, any replies to that email along with any associated quotes included on that email are automatically captured against the opportunity with no additional effort from your users. It’s seamless.

Check out a few screenshots of the screens involved below.