Whether you’re managing a busy support inbox or simplifying your team’s workflows, Email to Case Premium ensures the correct information is automatically added to the right cases.
The Forward to Case feature is the perfect example of how it does this.
Picture this: Alice has an urgent issue with Neat Widgets, software she needs to properly do her job. People tend to take the path of least resistance, so she shoots an email to the person she most recently interacted with, her sales rep Bob. Bob, recognizing this as a technical problem, wants to get it in the hands of a support agent, so he forwards the request to support@neatwidgets.com.
With Salesforce out-of-the-box, a case is created, but the case contact is set to Bob. This means the auto-response is sent to him rather than Alice.
A case is then created in Salesforce, but the case contact is set to Bob, so the auto-response is sent to him rather than Alice, and Alice is left wondering if her inquiry was even received. She also doesn’t get a response in the time frame outlined in her service entitlement.
Carlos, the support agent, is attempting to work through Alice’s case, but first, he needs to do some housekeeping. He has to manually change the case contact from Bob to Alice and associate the case with the correct account record in Salesforce. Meanwhile, the clock is ticking and Alice is hearing radio silence and getting frustrated by the slow response time on her urgent issue.
You can see how easily simple support request forwarding can snowball and create a negative customer experience, as well as frustration for support agents trying to meet response time goals.
With the Forward to Case feature of Email to Case Premium, if a customer directly contacts an employee at their individual work email, the employee can quickly forward the email to a support email address, and a new case is created as if the customer created it. It will be associated with the correct account record, so auto response rules and any service entitlements or SLAs will be respected.
Forward to Case makes it easy for your customers to receive support quickly by removing friction from your case management process. Start a free trial of Email to Case Premium on the AppExchange.
