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Email customer tracking suggestions

I don't know if anyone can help but I 'm looking for an Outlook solution.  I have a small business with two particular email addresses that two people in the office will be monitoring and replying back to cutomers with on two different computes.
Presethly I have Outlook keep the mail on the server for 30 days to ensure that either employee on one of two computers can get a copy of an email on their own computer.  All is OK.  The issue begins when we repsond to the initial email request.  In this repsonse we log a entry in an Access database which assigns a case number.  We put that case number in the subject line.  This way if employee #1 responds then employee #2 can see it was responded to perviously due to the case number in the subject when a customer responds.  Afterward the employee can review the case history prior to repsonding to ensure that repsonses are not repeated.

The big area of determination is when the first email comes through from a customer.  It will not have a case number so I would image it would be pretty easy for two employees to repsond to one request by accident.

If this makes sense then any suggestons on how to manager two employees, on two computers sharing/monitoring 2 email acconts would be most greatful.

Todd

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thandel
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thandel
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1 Solution
 
upul007Commented:
Basically what you mean is that the two staff at office find it difficult to identify whether the other staff member had actioned that email right?

Since you have two email accounts (two particular email addresses), how does the other email address get a copy of the messages sent to the other email account?

I also presume you do not have a server hosted at your office and that these email accounts are Internet accounts.
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thandelAuthor Commented:
The users can retrieve the same email easily since I set Outlook to leave mail on server for XX days.  This way they have time to both retrieve it.

We are using standard POP email accounts server is NOT hosted out our company.

Thank you.
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upul007Commented:
Does that mean that both accounts are configured on each users pc?
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thandelAuthor Commented:
Yes bot account are configured on each PC.
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upul007Commented:
Ok. Lets say that when an email comes in, can the users type an email address in the access db and then continue on with replying that sender. Hence when the other user sees the email address, they will not reply to that particular email but move on to the next email in the queue/inbox. this user will also add the email address of the sender on to the db.

I mean you have two pop accounts which are not inter-related and both accounts set up on two pc's. I think you are asking for a mistake to happen. Else each user should action their primary email first and then move to the secondary set of emails.

The good thing going for you is the access db. This can be used in conjunction with initiating the replies. Just entering an account should give the heads up to the other user of whats going on.
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thandelAuthor Commented:
Hmmmm its tough as both of these emails are primary for both users. It is for customer support for 2 different companies.  In an effort to get a quick response we have two people checking both emails in case one of the is out or busy.

I'll keep looking and work with our DB.  I might incorporate replies through the DB.
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upul007Commented:
Other than that I suppose the only thing that can take place is physical co-ordination between the two users which wont be feasible at all.
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