ELMS provides intelligent analysis, scoring and queue routing services for automatically processing and organizing inbound Sales and Support e-mail for SugarCRM and SuiteCRM.
London (PRWEB UK) 14 January 2015
ELMS is a sector leading inbound email analysis and processing application for the world's leading open source Customer Relationship Management (CRM) applications.
ELMS delivers automated, intelligent functionality, completely integrated with SuiteCRM and SugarCRM that substantially increases efficiency in contact centres and other environments processing large volumes of inbound customer email.
ELMS is a self-learning tool that automatically adjusts scoring and routing algorithms to ensure optimal accuracy. ELMS analyses and contextualises inbound email to create support tickets (Cases) and sales opportunities (Leads) in SugarCRM and SuiteCRM. ELMS routes Cases and Leads to the right person at the right time based on administrator defined rules that include skills and availability criteria.
ELMS associates Cases and Leads with existing SugarCRM and SuiteCRM Accounts where a match can be defined from an email address or other administrator defined attributes.
Adminsitrators define how e-mails are routed and to what groups. E-mails can be routed to an organisational unit or responsible group, a position, or even an individual user.
Customised, personalised e-mail auto acknowledgements, auto responses, standard responses, including tracking text for service tickets and cases are available to enhance the user experience and guide the user journey.
ELMS integrates with the Portal functionality of SugarCRM and SuiteCRM to enable self-service issue management by customers. Cases and user accounts can be automatically created in the Portal. Supporting documents can be uploaded. Asynchronous communication between agents and customers with automated email alerts to customers of Case updates enable frictionless support processes.
Workflow management enables automated monitoring, escalation, processing and routing of e-mails and Advanced OpenReporter (AOR) allows you to generate reports and analyse ELMS processing on historical data.
ELMS is compatible with SugarCRM Community Edition and SuiteCRM.
For more information, contact SalesAgility on +44 1786 585 499.
SalesAgility are one of the world's largest and most experienced independent SugarCRM consultancies. SalesAgility are the maintainers of SuiteCRM, the massively extended version of SugarCRM Community Edition. SuiteCRM is completely open source and is a credible alternative to Salesforce and Microsoft Dynamics.