Shared Email and Outlook Synchronisation
Hello,
I am in the process of setting up Zoho for our small business but keep coming up against issues relating to how we manage our emails/tasks. I wondered if anyone can give me some answers/suggestions on how best to handle this?
How we work:
- All our customer emails come to and from the sales@company email address.
- This MS Exchange inbox is viewed by all members of the sales staff via Outlook (6 sales staff).
- Staff monitor the inbox and reply to/action emails as they come in, depending on who is free.
- All communication is done via the sales@ email address. Personal email addresses (ie name@company) are used only for internal communications. The reason for this is our small sales team and the need for everyone to be able to see all emails and respond to them quickly. If they ended up in the personal inbox they might get missed.
What we need to know:
I have set up all our Zoho CRM user accounts with their individual email addresses and then added sales@company as the Organisation Email Address.
- How is the Organisation Email supposed to work? Will this be able to achieve what we need to do?
- How do I make sure that all emails sent to/from CRM are using the sales email address rather than their personal ones and that all emails are visible on the Leads they relate to?
- What is the best way to integrate Outlook with Zoho CRM - I read that the Outlook plugin is no longer supported.
- Can Tasks be assigned to the sales email address rather than individuals? Tasks need to be visible to all staff, not just the owner of a Lead (or Order as we've called them) so they can be actioned as soon as someone is available.
- I wondered about using Zoho SalesInbox rather than Outlook - can this display the emails to/from sales@company rather than just the main users emails?
- Is there a better way of handling all this?! Am I taking the wrong approach completely?!
Any thoughts/suggestions/tips would be gratefully received.
Emma
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