Automating Support Requests
If you subscribe to our blog then you probably know that we have played a lot with Salesforce’s Email Service functionality. It’s been on our Remember the Milk task list for quite some time now, but finally this week we have converted our support email from a distribution list to a Salesforce Email Service.
This change should increase the number of support requests that actually get logged in Salesforce and we expect it to yield the following benefits:
- Better distribute the workload across all team members
- Reduce the number of emails in our inboxes
- Improve overall response time to customers
- Improve accuracy of reports on Cases
- Increase the number of requests logged on support contracts
We’re very excited about this enhancement and expect to see a great ROI. It actually only took under an hour to roll out, thanks to our previous time investment in playing with the Email Services feature. The only downside to using it so far has been the inability to notify members of our Case Queue via Assignment Rules and respond to the customer via Auto-Response Rules. Fortunately, we have workflow to handle that.