ScienceSoft’s Proprietary Email Tracking Tool for Correct Email Synchronization

Client

The Client is a US-based IT distributor, engaged in selling the products of the leading IT and telecommunications companies to enterprises, data centers and IT service providers.

Challenge

The Client had a problem with their default email tracking tool for Dynamics CRM which failed to ensure the fault-free tracking of emails from the Client’s accounts in the Exchange Web Service (EWS) address book. Some emails were not associated with the right CRM contacts, which caused issues with customer communication. Also, the Client’s CRM got overloaded with irrelevant emails and spam. To address these challenges, the Client turned to ScienceSoft as a reliable Dynamics CRM service provider.

Solution

To address the Client’s challenge, ScienceSoft replaced the default email tracking tool for Dynamics CRM with its own product - EmailScoop. ScienceSoft’s team deployed the tool and launched the synchronization of the customer’s contacts in the EWS address book with Dynamics CRM. This enabled the accurate tracking of emails from the Client’s contacts in their EWS address book and reflecting them in Dynamics CRM.

To prevent the appearance in the CRM of emails from the addressers, which are not in the Client’s EWS address book, ScienceSoft’s developers disabled the Create contacts option in EmailScoop using code. This also ensured that, once an email from a new contact is received, this contact is no longer automatically added to CRM. Such customization significantly decreased the amount of spam, unwanted and irrelevant messages in the Client‘s CRM mailbox.

Results

The Client got a reliable email tracking tool, which allows to efficiently track both incoming and outgoing emails from the contacts in the EWS address book. EmailScoop improved the Client’s communication with clients, since no email was lost or associated with a wrong CRM contact anymore. EmailScoop customization also secured the CRM from spam, irrelevant or unwanted emails.

Technologies and Tools

EmailScoop, Dynamics CRM API, EWS (Exchange Web Service), .NET, C#.