Email to Case Premium

Reduce the number of clicks, screens, and low-value tasks involved with processing cases. Increase agent productivity and minimize support costs. 100% native to Salesforce.

Get a DemoFree TrialResources
YouTube Live Stream Event | June 29 at 1 PM ET

Ten Things You Wish You Knew About Email to Case Premium

that will take less than 20 minutes to implement

Learn more
Image of Thais, Product Manager at Vicasso

Thais Pedroso

Product Manager
See how your customer service ranks: Take our SES assessment to see how you score on your customer service experience.

Watch a short demo of Email to Case Premium

lightbulb

Smarter support solution for more effective troubleshooting

timer

Streamlines support workflow, saving time

thumb_up

Deliver white glove service to every customer, every time

A video about MSC Software and how Vicasso helped them achieve their goals.

Simplify to supercharge agent productivity

Each case requires multiple tasks to solve: reviewing case history, composing emails with added attachments, and updating case information.

Increase productivity and response times by viewing critical information in a single view, and simplifying communication between departments and customers.

Easily follow case history
Combine multiple actions in a single view
Create consistent communication streams between customers and agents
A screenshot from the Email to Case Premium app, with callouts highlighting key features.

Inbound email problems solved

Out-of-the-box case management requires multiple steps and separate windows, wasting time before agents even start working the support case.

Email to Case Premium intelligently analyzes and extracts essential information from emails, setting your support team up for success.

Keep case comments clean
Create & associate new contacts to the case
Intelligently turn customer emails into support cases

Create cases on behalf of customers using Forward to Case

A visual flowchart with 4 steps showing how Email to Case Premium works.

Make customer experience your differentiator

Customers will not settle for mediocre customer service.

Smart features amplify your brand and empower your support team to deliver the ultimate customer experience.

Use drag/drop to sort email recipients
Use consistent communication with Canned Responses, but allow for a personal touch
Customize templates for each team and preview emails prior to sending

Execute multiple actions in a single step with the New Comment page

Screenshot from Vicasso's Email to Case Premium app. It shows the Case Details panel where you can review and update key fields. You can also easily add, arrange and @mention recipients.
Screenshot from Vicasso's Email to Case Premium app. It shows how to use Canned Responses and @mention recipients. Files can easily be attached using drag and drop.
loop

Email Loop Protection

Protects against endless email loops from out of office replies, system messages, and bounces.
schedule


Time Closed Until New Case Creation

New case comments will not open a new case after closure — keeping communication threads streamlined.
comment

Canned Responses

Keep communication consistent by simply choosing the canned message from the picklist and inserting it.
list_alt

Clean Case Comments

Quickly review case notes in a single stream.
priority_high

Widespread Issues

Streamline collaboration and communication on issues affecting multiple customers.
forward

Forward To Case

Agents can quickly send customer issues to a ticket (or case), even from mobile.

Fast time-to-resolution

No one likes to wait for problems to get fixed. Our R&D team has a track record of fixing bugs quickly, so in the rare event you do encounter a bug, you can rely on us to prioritize and resolve the issue. This is one of many benefits of a turnkey AppExchange app from a vendor you can trust. Our current bugfix time-to-resolution for Email to Case Premium is just 11.23 hours. (How does that compare to your other vendors or internal resources?)

Email to Case Premium. Smarter support solution for more effective troubleshooting. Streamlines support workflow, saving time. Deliver white glove service to every customer, every time.
Simplify to supercharge agent productivity with Timeline. Easily follow case history. Combine multiple actions in a single view. Create consistent communication streams between customers and agents. Image of screenshot from the app showing the comments capabilities.
Easily view critical information in a single view. Image is a screen shot of the app showing how to filter comments, create public and private case comments, and hovering over file links to preview.
Updated New Comment Page built for Lightning. Respond to customers faster. Personalize communications. Ensure high data quality. Image is a screenshot from app.
Smart features to empower your support team. Image is a screenshot from the app showing how you can review and update key fields as well as easily add, arrange and @mention recipients.
Smart features to empower your support team. Image is a screenshot from app showing how to select from existing Canned Comments for frequently used responses, the ability to @mention recipients while forming your response, and how files can be easily attached using drag and drop.
With Forward to Case, users can create cases simply by forwarding an email from their inbox to the appropriate support email address. Image shows a visual flowchart with a step-by-step example of creating a case in this way.
Widespread issue Lightning component. Easily report new Widespread issues. Add multiple cases at the same time. Suggest, review, and vote on solutions. Images show two screenshots from the app of reporting a Potential Widespread Issue and the Suggest, Review, and Vote functions.
Thrive with a robust case management solution. Image showing bulleted list of features and functions: Clean case comments. Public and private comment buttons. File/attachment preview. Preview emails (inbound and outbound). New comment page notifications. Draft comments. Easily search existing comments. Handle widespread issues. Files and attachment placement. Attachment reminder. Dynamic inbound and outbound routing. Auto-selected email templates. Email distribution. Email loop protection. @mention recipients. Voicemail processing. Auto-add case team members. Auto-add new contacts. Forward to case. Time closed until new case creation. Canned Responses (with files/attachments).
Inbound email problems solved. Keep case comments clean. Create and associate new contacts to case. Intelligently turn customer emails into support cases.
Don't take our word for it. Quotes from satisfied clients: "It is easy to setup but at the same time you can really customize it to fit your own workflow" Christina Nava, The Fury Group. "I am *thrilled* with this product. Well done!" Jeff Graff, MSC Software. "E2CP has increased our productivity with utilization of all tools included." Kirk Reinzuch, Transcepta. "This app is easy to configure and provides exactly the email-to-case features most support orgs need." Adrian Barek, Opfocus.
Email-to-Case vs. Email to Case Premium feature comparison chart for Outbound Emails.
Email-to-Case vs. Email to Case Premium feature comparison chart for Inbound Emails.
Case study for OwnBackup. OwnBackup decreases case handling time with Vicasso's AppExchange apps.
Case study for Legrand. Legrand surpasses productivity goals with Service Experience Suite.
Service Experience Suite. Exceed expectations by delivering the experiences your customers and agents desire. Image of the Service Experience Suite icon with the four pillars: Responsiveness, Utilization, Personalization, and Feedback.
Make your service organization more efficient and empower agents to deliver great service. Click the "Get It Now" button on the AppExchange Listing to start your 14-day free trial.

What our clients are saying:

"Best customer service of any AppExchange vendor I've seen"

The app is great and we're using it to take Salesforce's poor out of the box email to case functionality to a more advanced level. But beyond the technology itself, the customer service for this app is the best I've ever seen from any vendor, and I've been a Salesforce administrator and developer for about 8 years. That's saying something.

Ross Gilbert

Administrator,
Internal Business Applications
Sovos Compliance, LLC

"Excellent customer success"

This app addresses a number of different requirements we had identified that we thought were going to need significant work. The integration has been great so far. Any questions/issues experienced during evaluation and deployment were dealt with quickly and by a really helpful team.

Emma Henderson

Salesforce Administrator,
Opsview LTD.

"Turned a daunting task into a non-event'

Having done an analysis of our requirements and feeling intimidated by estimated the amount of work that would be required. I decided to try Email to Case Premium. It met almost all our requirements plus added significantly extra value and we could get E2CP up and running very quickly. The level of service experienced from Internet Creations has been so awesome that it has become the benchmark for what we would like to achieve.

Stanley Freiman

CEO,
Core2Africa Mauritius Limited

"Finally... the solution I've been waiting for!"

I am thrilled with this product. It takes Salesforce case management from a tool that simply allows cases to be managed, to one that allows us to do our jobs more efficiently and effectively by reusing the case information and increasing our productivity, not to mention our customers being much more satisfied because they also see the same clean case history. Well done, Vicasso... well done!

Jeff Graff

Vice President, Customer Success
MSC Software Corporation

"Great app for companies using Cases"

Email to Case Premium takes Saleforce's out-of-the-box email2case to the next level. It is easy to setup but at the same time you can really customize it to fit your own workflows. It makes it easier to follow emails sent back and forth to clients. It's so easy to utilize email templates with your responses and being able to change fields on the same screen really cuts down on the agent's time per case.

Christina Nava

CRM Architect,
The Fury Group

Trusted by organizations of all sizes

Own Company logoAGCO logo.TransUnion logo.LeGrand logo.Billtrust logo

Built entirely on the Salesforce platform. 100% native.

With 100% native apps for Salesforce, you can customize and build upon them with all of the platform features you know and love, including reports and analytics, automation and workflows, business rules, etc.

An official Salesforce partner badge, with the Salesforce logo and the text "available on AppExchange"

Get started today

Talk with a specialist about the advantages of Email to Case Premium, and see it live in action.

14-day free trial.

Email to Case Premium Pricing

$22/user/month
$3,960 contract minimum includes 15 users
Volume discounts available
Guided Setup $2,350/org/one-time payment

Talk to a SpecialistCalculate your ROI
Vicasso logo.
AppExchange Apps
Legal & Policy
Privacy
Support Center
Contact Us
Join us in the Trailblazer Community
©2024 Vicasso
Salesforce, Sales Cloud, and others are trademarks of Salesforce.com, Inc., and are used here with permission.